Key skills
Customer Success OperationsBusiness OperationsData AnalysisOperational Performance MonitoringProcess DesignProgram ManagementCustomer Support Technology StacksCRM PlatformsStakeholder ManagementMeeting FacilitationLeadership through InfluenceProject ManagementAnalyticsDynatraceSaaSCRMLeadershipCustomer Success
About this role
Dynatrace is seeking a Lead Business Operations Analyst to drive scalable, high-impact operational initiatives across their Customer Support organization. This role focuses on enhancing employee and customer experiences through knowledge management, case management tooling, and automation, while collaborating with various teams to execute strategic initiatives.
Responsibilities:
- Lead and partner on operational programs that drive adoption of standard processes and tools across a global Customer Support organization
- Support and scale programs that improve agent efficiency and enable supportability of core product offerings
- Lead operational programs for capabilities such as knowledge‑centered support - enabling customer self‑service and establishing a baseline for case deflection and self‑service metrics
- Leverage advanced analytics to identify operational bottlenecks, model business scenarios, and measure program effectiveness; present insights and recommendations to senior leadership
- Facilitate meetings and workshops (kickoffs, retrospectives, discovery, requirements, and design sessions) to drive clarity and alignment
- Define, document, and maintain operating procedures and standards; deliver enablement so teams adopt new processes and systems effectively
- Partner with Systems teams to optimize and automate manual effort across Customer Success tooling and systems
Requirements:
- Bachelor's degree in Business, Operations, Analytics, or a related field
- 6+ years of experience in customer success operations, business operations, or a related discipline within the SaaS or technology sector
- Experience using data and metrics to drive prioritization and measurable improvements
- Ability to translate high-level business strategies into operational plans and programs
- Proven ability to work cross-functionally with technical and non-technical teams
- Strong stakeholder management, with experience presenting to senior leadership
- Demonstrated ability to lead through influence and drive alignment across teams
- Experience in process design, program/project management, and meeting facilitation
- Proficiency with Customer Support technology stacks and CRM platforms