客户体验运营分析师
CX Operations Analyst
在ClickUp，我们正在打造未来的工作方式：首个真正融合AI的工作空间，将任务、文档、聊天、日历和企业搜索统一在一起，所有功能都由以情境为中心的AI驱动。我们是一家以AI为核心的企业。每位员工都被期望每天使用AI，我们在招聘过程中会评估AI的熟练程度。加入我们，一起重新定义可能。🚀
作为CX运营分析师，你将负责与合作伙伴服务（SOW、发票、续约流程、系统访问）相关的关键运营流程，同时提供数据分析、流程自动化和AI构建，以支持多个职能，包括TAM、解决方案和客服/CX。你是确保关键运营机制平稳运行的人，同时持续改进其运作方式。
该职位将与整个CX运营团队合作，并与TAM、解决方案、客服、合作伙伴服务、财务和GTM系统中的利益相关者协作。你将与其他CX运营团队成员紧密合作，同时直接负责你所分配的流程和分析成果。适合这个职位的人需要注重细节，具备强大的分析能力，并热衷于构建自动化和AI解决方案，以消除手动工作。该职位直接与我们的使命相连，即通过运营卓越，让每个客服团队更快、更知情、更一致。如果你是AI原生、积极主动、数据驱动的人，在快节奏的环境中茁壮成长，那么这个职位适合你！
关于该职位
专业服务运营
- 将合作伙伴交付质量和客户成果测量制度化，无论采用何种交付模式，都能确保问责制
- 支持合作伙伴分包的端到端SOW管理流程：创建、跟踪、修改和关闭，与合作伙伴服务领导和财务部门协调
- 执行合作伙伴发票流程：验证提交内容、处理审批、跟踪付款并解决差异
- 使合作伙伴系统访问成为可能：配置、撤销配置，并持续管理合作伙伴对内部工具和客户环境的访问
- 在业务扩展时支持容量规划和资源分配
- 维护所有合作伙伴运营流程的准确记录和文档，确保审计准备就绪和明确的升级路径
流程自动化与AI构建
- 构建、发布并迭代基于AI的流程，以增强和自动化内部流程
查看英文原文
At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀
As a CX Operations Analyst, you will own key operational processes related to Partner Services (SOWs, invoicing, renewal processes, system access) while also providing data analysis, workflow automation, and AI builds that support multiple functions including TAM, Solutions and Support/CX. You are the person who keeps critical operational machinery running smoothly while continuously improving how it works.
This role works across the full CX Ops team and partners with stakeholders in TAM, Solutions, Support, Partner Services, Finance, and GTM Systems. You'll collaborate closely with other CX Ops team members on initiatives while taking direct ownership of your assigned processes and analytical deliverables. The right person for this role is detail-oriented, analytically strong, and energized by building automations and AI solutions that eliminate manual work. This role connects directly to our mission of making every CX team faster, better-informed, and more consistent through operational excellence. If you are an AI native, proactive, data-driven individual who thrives in a fast-paced environment, this role is for you!
ABOUT THE ROLE
PROFESSIONAL SERVICES OPERATIONS
- Operationalize partner delivery quality and customer outcomes measurement to ensure accountability regardless of delivery model
- Support the end-to-end SOW management process for Partner subcontracting: creation, tracking, amendments, and closure in coordination with Partner Services leadership and Finance
- Execute partner invoicing workflows: validate submissions, process approvals, track payments, and resolve discrepancies
- Enable partner system access: provisioning, de-provisioning, and ongoing governance of partner access to internal tools and customer environments
- Support capacity planning and resource assignments as the business scales
- Maintain accurate records and documentation for all partner operational processes, ensuring audit readiness and clear escalation paths
WORKFLOW AUTOMATION & AI BUILDS
- Build, ship, and iterate on AI-driven workflows that enhance and automate internal processes, customer health inspection, risk detection, engagement management, services delivery lifecycle, quality measurement, and customer experience across TAM, Solutions and CX
- Develop AI agents and AI-assisted tools in collaboration with team members, contributing to the team's broader automation roadmap
- Actively leverage AI in daily work: data analysis and modeling, stakeholder communications, problem-solving and workflow orchestration
- Facilitate the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the organization
- Apply strong judgment to validate AI outputs, manage risk, and improve the repeatable systems the team uses
- Stay current with AI developments relevant to CX operations and translate learnings into solution improvements
DATA INSIGHTS
- Extract key business insights from qualitative and quantitative data, identify risks and opportunities, and inform programs that drive revenue retention, expansion, quality, and operating leverage
- Build and maintain reports and dashboards in Salesforce, ClickUp and Hex that support TAM, Solutions, and Partner Services leadership with operational visibility
- Perform ad hoc data analysis to answer business questions, surface trends, and support decision-making by CX Ops team members and stakeholders
- Support renewals and retention analysis with data extraction, formatting, and pattern identification
CROSS-FUNCTIONAL PROGRAMS
- Own specific deliverables within larger strategic initiatives to optimize and transform customer engagement, services delivery, and internal collaboration processes
- Support senior CX Ops team members on projects spanning TAM, Solutions, and Partner functions, executing assigned works with high quality and reliability
- Respond to ad hoc operational requests from CX Ops leadership and stakeholders with timely, accurate deliverables
- Embody a culture of rapid innovation and experimentation across playbooks to drive customer outcomes and enhanced experience
ABOUT YOU
- 3+ years in Operations, Analytics, or a related role, preferably in a SaaS, customer-facing, or GTM environment
- Demonstrated track record of building and deploying AI-powered workflows that delivered productivity gains, better decision quality, cleaner execution, improved data signals, or increased customer reach
- Track record of supporting technology-enabled business process transformations, with an emphasis on strategic application of AI and agentic solutions
- Proficient in managing and analyzing data, including building reports and scenario analysis models, as well as leveraging business intelligence tools to drive leadership strategy
- Effective at collaborating with cross-functional stakeholders across global regions, reaching consensus, and driving change together
- Proficient with Salesforce, Gong, ClickUp, Hex, Tableau, Google Apps Script and comparable platforms
- Direct experience with a SaaS business model, customer journey, and core KPIs in a high-growth, global environment
- Knowledge of professional services and customer success methodology, processes, tools, and metrics
- Strategic thinker with a bias for action - hands-on, scrappy, and able to take projects to the finish line
#LI-NMR #LI-Remote
Equal Opportunity Employer
ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
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Visa Sponsorship
Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.
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