CX Strategy & Operations Senior Analyst

Unqork

1d • $88,500 - $120,000 • Remote

About The Position

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's customers include Goldman Sachs, Marsh, BlackRock, and the U.S. Department of Health and Human Services. At Unqork, we value inclusive and innovative thinkers who boldly challenge the status quo. We encourage you to apply! 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, and 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.

Requirements

• 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.
• You don't just follow a workflow; you naturally look for ways to automate, document, and improve it.
• Missing an account assignment or a line item on an SOW bothers you. You prize accuracy.
• You can take a list of disparate requests from multiple teams and establish a structured priority list without constant oversight.
• 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.

Responsibilities

• Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved efficiently.
• Manage and optimize the intake and fulfillment process for customer environment requests.
• Translate abstract strategy into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance.
• Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, Zendesk, Conduqtor, and other internal proprietary systems.
• Co-lead and facilitate the bi-monthly Technical Advisory Services (TAS) request cycle between the TA and CA organizations to ensure resource alignment on key customer priorities.
• Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams.
• Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams.
• Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following major customer technical incidents.
• Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention.
• Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed