Senior Customer Operations Analyst

Litera

112d • $75,000 - $100,000

About The Position

Join Our Team at Litera: Where Legal Technology Meets Excellence. Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work. As a Sr Customer Operations Analyst at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. This senior-level individual contributor role will take ownership of the reporting and dashboarding infrastructure across Salesforce Service Cloud and BI platforms like Power BI or Tableau. The ideal candidate will have deep familiarity with Salesforce data structures and reporting capabilities, and a strong understanding of how data flows across systems such as Forethought, Y Meadows, and Workday. This role will play a key part in shaping operational insights and driving scalable data practices across the organization.

Requirements

• 5+ years of experience in operations, reporting, or analytics roles within a SaaS or tech environment.
• Deep familiarity with Salesforce structure, objects, and reporting capabilities, especially Service Cloud.
• Proven experience in cross-functional collaboration and data integration across platforms.
• Strong strategic thinking and stakeholder management skills.
• Ability to work independently and lead reporting initiatives.
• Experience with BI tools (Power BI, Tableau, etc.).
• Advanced knowledge of SQL or data querying.
• Exposure to data governance or data quality frameworks.
• Experience mentoring junior analysts or leading reporting projects.

Responsibilities

• Lead the design, development, and optimization of reports and dashboards in Salesforce Service Cloud and BI tools.
• Define and implement scalable reporting frameworks across Customer Support and Professional Services.
• Partner with Business Operations and RevOps to align reporting structures and data governance.
• Ensure data accuracy, consistency, and integrity across platforms including Salesforce, Forethought, Y Meadows, and Workday.
• Map and document data flows between systems and identify opportunities for improved visibility and automation.
• Collaborate with Salesforce Admins and Data teams to troubleshoot and resolve data issues.
• Serve as a strategic partner for reporting needs across Support and Professional Services.
• Create and manage a scalable intake and prioritization workflow for reporting requests.
• Translate complex business requirements into technical reporting solutions.
• Analyze trends and performance metrics to identify opportunities for operational improvement.
• Present findings to senior stakeholders in a clear, actionable format.
• Provide training and documentation for end-users on dashboards and reporting tools.

Benefits

• Health insurance
• Retirement savings plans
• Generous paid time off
• Supportive work-life balance
• Comprehensive benefits package
• Incentive and recognition programs
• 401k contribution

What This Job Offers

• Career Level: Senior
• Number of Employees: 501-1,000 employees