[Hiring] CX Strategy & Operations Senior Analyst @Unqork

Role Description

We are seeking a highly organized, process-driven CX Strategy & Operations Senior Analyst to join our CX Strategy & Operations group. This critical role serves as the operational engine behind our Customer Experience organization, directly bridging the gap between our Technical Advisory (TA), Customer Advocacy (CA), and other CX teams.

You will be responsible for:

• Streamlining operational workflows
• Managing cross-functional technical requests
• Auditing financial data
• Ensuring our Customer Advocacy Managers (CAMs) are fully enabled to support our accounts

If you thrive on turning unstructured processes and inputs into structured, repeatable processes and have experience optimizing tools like Jira, Zendesk, and Salesforce, this role is for you.

Qualifications

• 3-5 years in a Customer Success Operations, Technical Operations, or Revenue Operations role within a SaaS or enterprise technology company
• Hands-on experience administering or utilizing Salesforce (SFDC), Zendesk, and Jira
• Proven track record acting as a liaison between deeply technical teams (like Technical Advisors/Engineers) and customer-facing teams (Customer Advocates/Account Managers)
• Strong proficiency in Excel/Google Sheets for hours reconciliation and basic data tracking
• Experience handling financial data or SOW structures is highly valued
• Comfort managing Root Cause Analysis (RCA) loops and translating incident timelines into clear, digestible public documentation

Requirements

• Process Architect: You don't just follow a workflow; you naturally look for ways to automate, document, and improve it
• Meticulous Attention to Detail: Missing an account assignment or a line item on an SOW bothers you. You prize accuracy
• Bias for Action: You can take a list of disparate requests from multiple teams and establish a structured priority list without constant oversight
• An AI-forward mindset: You are an avid user of AI tools and are passionate about exploring how AI can automate workflows, enhance creativity, and increase your personal impact

Benefits

• 💻 Work from home with a remote-first community
• 🏝 Unlimited PTO (and the encouragement to use it)
• 📝 Student loan payback program
• 🏥 100% employer-covered medical, dental, and vision options available to you and your dependents
• 💸 Flexible Spending Account (FSA)
• 🏠 Monthly stipend toward your WFH setup, vacation, development, and more
• 💰 Employer-sponsored 401(k) with contribution match
• 🏋🏻‍♀️ Subsidized ClassPass Membership
• 🍼 Generous Paid Parental Leave

Company Description

Unqork’s AI-First Enterprise Development Platform is revolutionizing the way organizations build, maintain, and secure applications across their entire lifecycle. Named one of America’s Best Startup Employers by Forbes five times, Unqork provides industry-tailored solutions for customers in financial services, insurance, government, and healthcare. Unqork’s AI-first platform empowers enterprises to bring solutions to market faster, focus on AI-powered growth instead of maintenance, and leverage security and governance trusted by some of the largest companies in the world’s most regulated industries.

Unqork embraces a culture of security and privacy awareness by consistently safeguarding sensitive information, adhering to company policies, and actively participating in training and initiatives to protect our data and the privacy of our stakeholders. Unqork is an equal opportunity employer. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability, or age.