Support the Customer Operations Manager in operational planning and project management.
Support rollout and optimization of CX tooling (AI automation, QA platforms, WFM tools)
Execute on operational initiatives from scoping through implementation
Partner cross-functionally with Product, Data, and CX leadership to move projects forward
Maintain clear documentation and operational hygiene across initiatives
Analyze trends across automation containment, QA signals, SLA performance, and CSAT
Build summaries and dashboards that translate operational data into clear insights
Conduct structured deep-dives when issues arise, bringing facts not anecdotes
Support executive-ready reporting for planning and reviews
Identify workflow inefficiencies and propose improvements
Test and validate new automations before full rollout
Partner with the Systems Admin and Data team to ensure clean implementation
Help monitor impact post-launch and iterate quickly
Step in to investigate operational friction points
Provide neutral, structured analysis across CX cores
Drive follow-through on initiatives that require cross-functional coordination.

2–5+ years in operations, analytics, consulting, project management or high-growth startup environments
Analytical mindset with the ability to interpret data, identify trends, and communicate insights clearly.
High attention to detail and ability to manage multiple priorities simultaneously.
Proven track record of ownership, follow-through, and execution on projects or process improvements.
A high level of coachability and eagerness to learn new things. The ability to learn new systems, frameworks, and processes quickly is critical.
High ownership and bias toward execution
Structured thinker who can break down messy problems
Strong written communication skills
Comfort operating in a fast-scaling environment.

Customer Operations Associate

Key skills