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CX Operations Analyst

2 days, 1 hour ago
Mexico
Full-time
Senior
Operations Analyst
Data Science and Analytics
Python R Salesforce SQL Tableau
Apply Now
Crunchyroll

Crunchyroll

Crunchyroll is the top destination for Japanese anime and manga, providing a vast collection of licensed content with professional translations in multiple languages, and offering a variety of services to connect fans globally.

Internet Software & Services
1K-5K
Founded 2006
$44M raised
View All Jobs 3

Description

  • Design, develop, and maintain Tableau dashboards for contact center operations and customer experience performance.
  • Build and support Salesforce dashboards and reports for CX leadership and operational teams.
  • Create scalable reporting solutions with consistent and trusted metrics.
  • Monitor dashboard performance, data quality, and reporting reliability.
  • Analyze support metrics such as contact volume, service levels, response times, customer satisfaction, resolution rates, and agent productivity.
  • Identify trends, anomalies, and operational opportunities that improve customer outcomes and efficiency.
  • Partner with CX leaders to define KPIs and measurement frameworks.
  • Translate complex data into clear business recommendations and executive-ready visualizations.
  • Work with Customer Experience, Product, Engineering, Data, and Business Intelligence teams to improve access to customer data and insights.
  • Support recurring business reviews with reporting, insights, and recommendations.
  • Perform root cause analysis to identify drivers of customer issues and support demand.
  • Contribute to predictive and prescriptive analytics initiatives as the CX Analytics function evolves.

Requirements

  • Bachelor's degree in Analytics, Statistics, Business, Economics, Information Systems, Data Science, or a related field, or equivalent practical experience.
  • 5+ years of experience in analytics, business intelligence, operations analysis, customer experience, or related roles.
  • Experience building dashboards and reports in Tableau.
  • Experience working with Salesforce reporting and dashboards.
  • Strong SQL skills and experience working with relational datasets.
  • Ability to communicate insights clearly to both technical and non-technical audiences.
  • Strong problem-solving skills and attention to detail.
  • Comfortable working in a fast-paced, evolving environment.
  • Experience supporting customer service, contact center, or customer experience organizations (preferred).
  • Experience with customer support platforms such as Salesforce Service Cloud, Zendesk, or similar systems (preferred).
  • Familiarity with data warehousing concepts and modern analytics ecosystems (preferred).
  • Experience performing statistical analysis, experimentation, forecasting, or customer behavior analysis (preferred).
  • Knowledge of Python, R, or other analytical programming languages (preferred).
  • Experience working with large-scale customer datasets (preferred).

Benefits

  • Great benefits and perks.
  • Opportunity to work with fun, passionate, and inspired colleagues.
  • Mission-driven, inclusive work environment.
  • Equal opportunity employer with a strong commitment to diversity and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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