Customer Journey Operations Analyst

our team • Brentwood, CA

1d • Hybrid

About The Position

SPX is a diverse team of unique individuals who all make an impact. As a Customer Journey Operations Analyst, you will drive operational excellence across the customer experience by optimizing systems, improving processes, and delivering actionable insights. In this role, you will serve as a key liaison between internal teams and external partners, ensuring seamless system functionality, data integrity, and an efficient, customer-centric experience across the end-to-end journey.

Requirements

• Strong analytical and problem-solving capabilities with experience deriving actionable insights from data
• Preferred understanding of ERP systems, Microsoft Suite, including Power Bi, , and Salsify and PMI Platform, and CRM experience

Nice To Haves

• Experience with Power BI or other visualization tools; ability to build dashboards, reports, and pivot tables
• Working knowledge of CRM, CPQ, customer portals, order management systems, and platforms such as Salsify or PMI
• Experience with EDI processes and integrations
• Experience participating in or supporting software implementations or system enhancements
• Proven ability to collaborate and influence across cross-functional teams and external partners
• Strong communication skills with the ability to convey technical information to non-technical stakeholders
• Results-driven mindset with a focus on continuous improvement and operational efficiency
• Highly organized team player with a systematic approach to problem-solving
• Ability to build relationships and serve as a trusted liaison between customers and internal teams

Responsibilities

• Administer core business applications, including user access, security, product setup, and data integrations
• Support system testing, upgrades, and enhancements, including training and change management efforts
• Serve as a subject matter expert in Electronic Data Interchange (EDI) processes
• Troubleshoot and resolve EDI issues, ensuring accuracy and continuity of transactions
• Act as liaison between internal IT teams and customers to establish and maintain EDI connections
• Identify, lead, and implement process improvements to enhance efficiency, reduce defects, and improve customer experience
• Analyze workflows and recommend scalable solutions aligned with business objectives
• Partner with Operations, Customer Experience, Product Management, IT, and other stakeholders to align priorities and drive execution
• Support system and process initiatives across multiple business functions
• Develop and deliver reporting and dashboards that provide visibility into performance, trends, risks, and opportunities
• Translate data into actionable insights that drive operational decision-making
• Track and manage key initiatives, deliverables, and timelines
• Ensure accountability, follow-through, and successful execution of commitments
• Support adoption of new tools, systems, and processes through communication, training, and stakeholder engagement

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

What This Job Offers

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