Operations Analyst

Summary

Join Boldr, a global B-Corp, as an Operations Analyst supporting the Platform Operations team. You will enhance processes, manage incident lifecycles, and analyze operational data. This role demands ownership of workflows, process optimization, and collaboration with engineering teams to boost efficiency. You will track incidents, identify patterns, and suggest improvements. The ideal candidate possesses solid operational or analytical experience and thrives in independent work, bringing structure and insight to operational challenges. Boldr values authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy. The company is seeking impact-driven individuals passionate about growth and achieving its purpose.

Requirements

• 3+ years of professional experience in operations, support, analytics, or process improvement roles, ideally in a technical, platform, or systems environment
• Strong skills in data analysis using Google Sheets, Excel, BI Tools with experience turning data into insights and insights into action
• Ability to create and maintain dashboards and automate workflows
• Experience with Incident.io or similar incident management tooling
• Strong organizational skills and project management experience, especially in coordinating cross-functional teams and initiatives, and documenting workflows
• Proven ability to analyze operational trends and implement measurable process improvements
• Proven ability to own projects end-to-end, influence cross-functional teams, and deliver results with minimal supervision
• Proficiency with project management software Jira and Google Suite (i.e. Google Drive, Google Sheets and Google Docs) for task management and data handling
• Excellent communication skills, both written and verbal
• Detail-oriented and proactive problem-solving skills
• Strong attention to detail
• Ability to work collaboratively within a team and adapt to changing project requirements

Responsibilities

• Incident and Alert Workflow Management
• Organize and track the progress of operational projects, ensuring alignment and accountability across teams
• Track and document the full lifecycle of incidents and alerts using tools like Jira and Incident.io
• Ensure accurate logging of actions, timelines, and follow-ups
• Maintain and improve incident response playbooks and workflows in partnership with engineering and platform leads
• Identify and flag recurring incident types or bottlenecks for deeper analysis
• Act as a subject matter resource for process improvement initiatives across Platform Operations; contribute to the design of scalable workflows and internal tooling improvements
• Operational Reporting and Data Analysis
• Build and maintain operational dashboards in Google Sheets or BI tools to visualize incident metrics (e.g., MTTX, volume, response times)
• Analyze trends in incident and platform data to surface actionable insights
• Recommend improvements to reduce incidents, improve resolution time, or streamline response
• Move beyond reporting to provide actionable insights that influence operational decision-making and drive continuous improvement
• Process and Workflow Optimization
• Review existing operational workflows and identify areas for improvement, automation, or simplification
• Contribute to the documentation of SOPs, processes, and team responsibilities
• Support internal tooling and process rollouts (e.g., onboarding new tracking templates, optimizing ticket queues)
• Cross-functional Collaboration
• Work with platform engineers, support teams, and operations leads to ensure seamless coordination of incident-related follow-ups and action items
• Participate in retrospectives and reviews, contributing a data and process focused lens

Preferred Qualifications

• Knowledge of Sigma or similar data analysis tools for financial and operational reporting
• Familiarity with SRE or platform engineering environments
• Direct experience supporting operational functions or incident management processes in a tech environment preferred

Benefits

• Private Health Insurance
• Work From Home
• Training & Development
• Paid Time Off