Senior Customer Experience Operations Analyst (Cybersecurity)

TL;DR

Senior Customer Experience Operations Analyst (Cybersecurity): Building and owning CX metrics dashboards to provide performance insights across CCO functions with an accent on data consolidation, cleaning, and mapping. Focus on reverse-engineering undocumented processes, designing automated reporting, and partnering with IT and Data teams to ensure data integrity.

Location: Remote, must be based in the Eastern Time Zone (US)

Salary: $100,000–$120,000

Company

hirify.global is a global leader in AI for cybersecurity, protecting nearly 10,000 organizations from unknown threats with its proprietary Active AI Security Platform.

What you will do

• Develop a phased CX metrics dashboard strategy for Professional Services, Customer Success, Analyst Services, and Support.
• Investigate and map CX data across Salesforce, Gong, and proprietary systems to identify necessary fields for metrics.
• Perform hands-on data transformation and cleansing while migrating to long-term data warehouse solutions.
• Design and build automated dashboard feeds to provide a single view of CX leading indicators.
• Identify and resolve data integrity issues, documenting data lineage and calculation methods.
• Share actionable insights and trends with CX leaders to drive operational improvements.

Requirements

• 3+ years of experience in analytics, business intelligence, or data-focused roles within SaaS or CX environments.
• Must be based in the Eastern Time Zone.
• Proficiency in building dashboards using Tableau or Power BI with live data connections.
• Strong SQL skills and experience with ETL logic for data transformation.
• Deep knowledge of Salesforce data architecture and experience extracting data from CRM systems.
• Ability to work with ambiguous, undocumented data and collaborate effectively across departments.

Nice to have

• Experience using AI and LLM tools (e.g., Copilot, Claude) to accelerate data analysis and documentation.
• Familiarity with Gainsight or similar customer success platforms.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance for employees and dependents.
• 401(k) retirement plan.
• Paid parental leave and life insurance.
• Commuter benefits and pet insurance discounts.
• Employee Assistance Program.