Customer Operations Analyst Sr

• Provide data analysis and develop dashboards and performance metrics to guide GCO strategy and execution.
• Collaborate with cross-functional partners in Finance, Revenue Operations, IT, and HR to ensure data alignment and process efficiency.
• Support forecasting and capacity planning, building and maintaining models that inform business decisions.
• Identify and execute opportunities to automate manual reporting processes and enhance visibility into GCO performance.
• Contribute to executive-ready presentations and insights that connect data trends to business outcomes.

• Deliver consistent, accurate reporting across Customer Operations (e.g., backlog, case performance, utilization, forecasting inputs).
• Translate data into clear insights, highlighting risks, trends, and opportunities for operational improvement.
• Support creation of executive-ready dashboards and recurring business reviews.

• Work across Support, Managed, and Tax teams to ensure alignment in reporting, definitions, and performance tracking.
• Partner with business stakeholders to understand operational drivers and provide analytical support for decision-making.
• Help connect data across systems to create a more unified view of Customer Operations performance.

• Identify gaps in current workflows, reporting, and data quality; recommend and implement improvements.
• Support standardization of processes, templates, and reporting structures across Customer Ops.
• Contribute to initiatives that improve efficiency, reduce manual effort, and enhance consistency.

• Ensure accuracy and reliability of data used in reporting and analysis.
• Support development and maintenance of dashboards (Power BI, Salesforce, etc.).
• Troubleshoot data issues and work cross-functionally to resolve inconsistencies.

• Support rollout of new tools, processes, and operational changes (e.g., automation, AI-enabled workflows).
• Assist with documentation, testing, and enablement efforts to ensure smooth adoption.
• Provide analytical support to measure impact of transformation initiatives.

• High attention to detail, with the ability to manage multiple priorities in a dynamic environment.
• Advanced analytical, problem-solving, and critical-thinking skills.
• Strong communication and collaboration skills; able to translate data insights for business audiences.
• Experience building Power BI or Tableau dashboards.
• Proficiency in Excel.
• Experience working with Salesforce a plus.

• Bachelor’s degree in business, Finance, Analytics, or related field.
• 3–5 years of experience in business operations, analytics, or financial planning.
• Experience in SaaS, B2B, or HCM environments preferred.

Ceridian