GitLab is hiring a
Senior Operations Analyst in United States

Summary

The job is for a Senior Operations Analyst in GitLab's Customer Success team, focusing on Global CSAT programs. The role involves data analysis, business decision-making, and cross-functional collaboration. The candidate should have relevant experience, SQL, Tableau, and Excel skills, and be able to thrive in a remote work environment.

Requirements

• BA/BS degree + 7 years of relevant experience
• Experience with large scale CSA, NPS, or CES operations, best practices, and data analysis
• Demonstrated progressive experience in an analytical role, preference for Business Intelligence/Analytics, or Management Consulting
• Hands on delivery experience with SQL, Tableau, and Excel, or similar analytical packages required
• Excellent quantitative analytical skills, creativity in problem-solving, and keen business sense
• Extensive track record of building high-quality and complex reporting and effective presentations in collaboration with sr. stakeholders
• Strong systems thinking and scaled solutioning bias

Responsibilities

• Drive business cadences across planning and measurement in partnership with the Customer Success (CS) leadership team and larger go to market organization
• Develop and manage executive reporting on key CSAT metrics, formulate actionable insights and structure concise, clear presentations of findings, and prioritize issues as appropriate
• Manage CSAT tools determining future growth needs, utilization rates, evaluations and user access
• Proactively identify opportunities to improve operational efficiency with a focus on scale, transparency, and data accuracy
• Partner cross-functionally with Data Science, Marketing, and Product teams to formulate and develop initiatives with global, cross-functional scope, independently managing from ideation to execution
• Conduct sophisticated, creative analyses for company-level CSAT priorities and clearly communicate results and empower leadership decision-making

Preferred Qualifications

Exposure to the Gainsight system and data structures is a plus

Benefits

• Benefits to support your health, finances, and well-being
• All remote , asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support