Lead Business Process Analyst

Role Overview

• Own End-to-End Process Architecture
• Serve as the primary owner of customer-facing process architecture across the full lifecycle.
• Define standards, frameworks, and best practices for how business processes are documented and maintained.
• Ensure process maps, SOPs, and workflows are continuously updated and reflect how the business actually operates.
• Maintain a centralized, trusted source of truth for Revenue Operations process documentation.
• Proactively identify systemic gaps, inefficiencies, and breakdowns across cross-functional workflows.
• Analyze complex handoffs between teams, roles, and systems to surface root causes.
• Partner with functional business analysts to validate findings and align on recommendations.
• Translate insights into prioritized, actionable process improvement initiatives aligned to company goals.
• Lead continuous improvement efforts, engaging with various systems, data, and business resources to take process gap issues and resolve them.
• Act as a senior thought partner to leaders across Revenue Operations, Trial Experience, Customer Success, Support, Affiliates, Account Management, Retention, and Systems teams.
• Facilitate executive
• and leadership-level process reviews and working sessions.
• Drive alignment on standard operating models across teams.
• Influence change without direct authority through strong relationships and credibility.
• Establish and enforce governance models for process ownership, change management, and documentation updates.
• Ensure process changes are reflected quickly and accurately in documentation and workflows.
• Help teams operationalize new or updated processes through clear documentation and enablement.

Requirements

• 7–10 years of experience in Business Process Analysis, Operations, or Process Improvement roles.
• Proven experience owning and scaling complex, cross-functional process ecosystems.
• Strong track record of influencing senior stakeholders and driving change in high-growth environments.
• Deep experience working with customer-facing teams (CS, Support, Revenue, or RevOps).
• Exceptional process mapping, documentation, and facilitation skills.
• Excellent written and verbal communication skills.
• Experience in SaaS or high-growth technology companies.
• Strong familiarity with Revenue Operations and the end-to-end customer lifecycle.
• Experience partnering closely with systems, automation, and BI teams.
• Proficiency with process documentation and visualization tools (Lucid, Miro, Visio, Confluence, etc.).

Benefits

• Join a global community of over 2 million businesses
• Remote-first work environment
• Support for personal and professional growth