Senior Sales Operations Analyst

Pillar4 Media • Charlotte, NC

21d

About The Position

Pillar4 Media is seeking a Senior Sales Operations Analyst to join our fast-growing team. The Senior Sales Operations Analyst will be responsible for owning the analytical engine behind our call center operations. You will be the primary driver of performance intelligence across our agent network - turning high-volume call data into prioritized, actionable decisions that directly improve conversion rates, agent utilization, and funnel economics. Your work will have a material impact on our business unit P&L and will inform decisions made by both internal leadership and external operating partners. Pillar4's mission is To help people live healthier lives with access to trusted resources, in depth product reviews & supportive communities. Our vision is to build the #1 content and commerce engine connecting consumers directly to the best brands in all four pillars of health and wellness: sleep, fitness, nutrition, and mental health.

Requirements

• Demonstrated ability to translate data into business impact-you've spent the last 3-5 years identifying key performance drivers and influencing decisions that improved revenue, conversion, or efficiency; in tandem, you have a demonstrated ability to build forecasting and capacity models that are used in operations - not just delivered
• Strong analytical toolkit, including experience with funnel analysis, cohorting, A/B testing, and basic statistical methods to separate signal from noise
• Experience building scalable reporting and KPI frameworks, with a track record of creating dashboards in BI tooling (e.g., Power BI) that drive operational decisions (not just reporting)
• Proficiency in SQL; comfort with Python or R a plus
• Deep curiosity and high ownership orientation-you proactively identify problems, dig into root causes, and follow through to measurable outcomes
• Clear and compelling communicator, able to distill complex analyses into actionable insights for both operators and executives
• Resourceful and scrappy operator who can work through imperfect data, ambiguity, and evolving business needs without losing momentum

Nice To Haves

• Openness to feedback and collaboration: You'll be working closely with folks across different teams, so you'll need to be open to the process and accept feedback and critique.
• Strong communication skills: You'll have the ability to build relationships with external stakeholders, report up to internal stakeholders, and foster strong alignment with your team.
• Alignment with Pillar4's culture: We live by our values and expect our team to buy in.
• Entrepreneurial spirit: Our team members act like entrepreneurs in that we are incredibly driven, agile, goal-oriented, and are always up for a challenge.

Responsibilities

• Own the analytics infrastructure and data integrity - Build and maintain the dashboards, KPI frameworks, and reporting pipelines that give leadership real-time and historical visibility into agent performance, lead quality, and funnel economics. Partner with product and engineering to validate data pipelines, close tracking gaps, and define instrumentation requirements. Be the authoritative voice on whether the numbers can be trusted before they inform a decision.
• Translate performance data into a prioritized, decision-ready action plan - Synthesize data across speed-to-dial, call duration, handle time, conversion rates, and call recording insights to identify the highest-leverage performance levers. Conduct structured deep-dives on conversion funnels, customer journeys, and attribution across channels to identify where and why leads drop, convert, or stall. Deliver a ranked opportunity set - with clear impact estimates, recommended owners, and timelines - not a list of observations.
• Own forecasting models and capacity planning inputs - Build and maintain volume forecasting models and staffing scenario analyses using historical and real-time data. Deliver actionable inputs to operations leadership that minimize yield loss from under- or over-staffing and support ongoing optimization of agent utilization.
• Drive operational improvement and own the P&L case for it - Work directly with call center leadership to design and evaluate tests across scripts, workflows, lead routing, and staffing models. Proactively surface inefficiencies and underperformance, frame each finding in terms of P&L impact, and own follow-through to ensure recommendations move from analysis to execution - not just slide decks.
• Communicate findings to internal and external stakeholders with clarity and conviction - Translate complex analyses into concise, actionable narratives calibrated to the audience - operational dashboards for the floor, executive summaries for leadership, written briefs for external partners. Findings should drive decisions, not generate questions.

Benefits

• Base salary and performance-based bonus commensurate with experience.
• Competitive benefits, including health insurance, 401k, a monthly wellness stipend for house cleaning, gym membership, grocery delivery or massages, and cell phone reimbursement.

What This Job Offers

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