Senior Customer Experience Operations Analyst

🕒 July 10

🇺🇸 United States – Remote

💵 $100k - $120k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Darktrace

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

🔒 Cybersecurity

🤖 Artificial Intelligence

💰 Post-IPO Secondary - Darktrace on 2020-03

Cybersecurity • Artificial Intelligence

Darktrace is an AI-native cybersecurity company that delivers autonomous detection and response across network, email, cloud, endpoint, OT and identity environments. Its ActiveAI Security Platform uses self-learning machine learning models that learn an organization’s unique normal to spot novel and subtle threats, provide real-time detection, and take targeted autonomous actions to contain attacks. Darktrace serves enterprises and organizations worldwide with cloud-native, AI-driven security products, threat investigations, incident readiness services, and integrations for comprehensive cyber resilience.

📋 Description

• Develop a phased CX Metrics dashboard strategy across Professional Services, Customer Success, Analyst Services, and Support • Investigate and map CX data across Salesforce, Gong, and proprietary applications • Partner with IT, Application, and Data Warehouse teams to access source data and own CX-layer data logic • Transform and cleanse data as an interim solution and migrate to the data warehouse solution • Design and build automated dashboard feeds combining data from multiple systems • Own data lineage, data quality, and source-system issue resolution • Document data definitions and metric calculation methods • Share dashboard insights and recommendations with CX leaders and functional teams • Surface trends, flag anomalies, and identify improvement opportunities • Build and maintain a CX metrics catalog • Partner with Revenue Operations, Data & Analytics, and Business Systems teams • Leverage AI tools for data exploration, transformation, analysis, and documentation

🎯 Requirements

• 3+ years of experience in analytics, business intelligence, or data-focused roles within Customer Experience, Customer Success, or SaaS operations environments • Experience building dashboards and automated reporting with Tableau and Power BI using live data connections • Hands-on proficiency with data transformation and preparation • Ability to write SQL queries and simple ETL logic • Strong working knowledge of Salesforce data architecture, reporting, and dashboards • Experience extracting, joining, and interpreting data from CRM and adjacent systems such as Gong, Gainsight, and proprietary platforms • Familiarity with standard CX metrics covering Customer Success, Professional Services, Renewals, and Support • Ability to interview stakeholders, reverse-engineer undocumented processes, and define reliable metrics from incomplete information • Comfortable using AI and large language model tools such as Copilot and Claude • Strong communication skills, including presenting findings to senior leaders and explaining complex data concepts in plain business terms • Highly organized and self-directed, with the ability to manage phased deliverables across multiple stakeholders • Collaborative experience partnering across IT, Data Engineering, and business teams while maintaining clear ownership boundaries

🏖️ Benefits

• 100% medical, dental and vision insurance, plus dependents • Paid parental leave • Pet insurance • Discount Life insurance • Commuter benefits • 401(k) • Employee Assistance Program