Business Operations Analyst II

FICO

6d • $70,000 - $110,000 • Remote

About The Position

Join FICO as a Business Operations Analyst, supporting our Customer Experience organization, where you'll play a pivotal role in enhancing the customer journey within our Platform Software business. This role is the operational backbone of our CX organization, dedicated to helping us establish operational excellence. You'll collaborate closely with cross-functional teams to develop plans that prioritize customer satisfaction while achieving business objectives. In this role, you'll spend half of your time establishing the operational rhythm and reporting, a third of your time on analytics and insights, and the rest driving strategic initiatives. You'll be the go-to person for "how things work," the keeper of critical metrics, and a key partner in making data-informed decisions.

Requirements

• Experience in business operations, analytics, program management, or related roles.
• Strong analytical skills with advanced proficiency in Excel (pivot tables, complex formulas, data analysis).
• Advanced PowerPoint skills with ability to create executive-ready presentations that translate complex challenges into clear, visually compelling narratives for diverse audiences.
• Experience with CRM systems, particularly Salesforce and ServiceNow (or willingness to become an expert quickly).
• Proven project management abilities with track record of driving cross-functional initiatives to completion.
• Excellent communication skills - ability to translate complex data into clear narratives for diverse audiences from frontline teams to executives.
• Demonstrated ability to build structure in ambiguous environments - you're comfortable working through ambiguity.
• Flexible, adaptable, and able to respond to shifting and competing priorities.
• Collaborative mindset with ability to influence without authority and build trust across teams.
• Change management expertise with ability to guide teams through organizational transitions, including stakeholder engagement, communication planning, and adoption strategies that drive sustainable transformation.
• Think strategically but execute tactically - can zoom out to see the big picture and zoom in to fix the details.
• Build clarity from complexity - Ambiguity doesn't intimidate you; you're energized by creating structure and process.
• Are customer-obsessed - genuinely care about improving customer experiences and can see how operational excellence connects to customer satisfaction.
• Take ownership - When you commit to something, it gets done correctly and on time. You follow through and keep others accountable as well.
• Communicate effectively - can present to executives, collaborate with peers, and explain technical concepts to non-technical audiences.
• Navigate change with empathy and pragmatism - You understand that change is hard and know how to bring people along the journey, addressing concerns while maintaining momentum toward the goal.
• Stay calm under pressure - can manage competing priorities, tight deadlines, and shifting circumstances without losing quality or composure.
• Are curious and detail-oriented - ask "why" and dig into the data to find the real story.
• Work well across time zones and cultures - flexible and considerate when collaborating with global teams.
• Bachelor's degree in Business, Analytics, Communications, or related field (or equivalent practical experience).

Nice To Haves

• Direct experience supporting Customer Success and/or Customer Support organizations in a B2B environment is a plus.

Responsibilities

• Provide operational support for the Customer Success and Customer Support organizations, working collaboratively with members of these functions plus Sales, Finance, and other Operations teams.
• Prioritize and orchestrate strategic initiatives that drive growth and improve business performance (e.g., improving resourcing capacity planning, streamlining the customer journey, improving tools and systems).
• Develop content to support a global operating cadence: quarterly business reviews; talent and headcount reviews; customer health reviews; customer onboarding handoffs; etc.
• Engage in strategic planning including customer analysis; resource planning; compensation design; all while enabling Customer Success to achieve their targets.
• Track KPIs and build reporting frameworks to enhance visibility, monitor organizational performance and provide senior leadership with actionable insights.
• Ensure data integrity and hygiene to enable reliable reporting and effective decision-making.
• Assist teams with problem-solving to improve customer relationships and provide operational support to reduce noise that takes away from building healthy customer partnerships.
• Capture customer feedback and identify new ways to streamline the customer journey.
• Build relationships with key stakeholders to influence and improve the customer experience.

Benefits

• Highly competitive compensation, benefits and rewards programs
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level