Senior Customer Experience Operations Analyst

Location: Remote, with candidates required to be based in the Eastern Time Zone; Charlotte Office, United States

Salary: $100,000–$120,000 per year

Company

hirify.global develops AI-driven cybersecurity solutions that detect and respond to novel, real-time cyber threats.

What you will do

• Develop a phased CX metrics dashboard strategy covering Professional Services, Customer Success, Analyst Services, and Support.
• Investigate, map, clean, and consolidate CX data from Salesforce, Gong, proprietary applications, and other commercial systems.
• Partner with IT, Application, Data Warehouse, Revenue Operations, Data & Analytics, and Business Systems teams to obtain source data and maintain CX-layer reporting logic.
• Build automated dashboard feeds and migrate interim transformation and ETL solutions toward the long-term data warehouse architecture.
• Own data lineage, data quality, metric definitions, calculation methods, and a catalog of standard CX metrics.
• Present insights and recommendations to CX leaders by identifying trends, anomalies, and improvement opportunities; use AI tools to accelerate analysis and documentation.

Requirements

• 3+ years of experience in analytics, business intelligence, or data-focused roles within Customer Experience, Customer Success, or SaaS operations.
• Experience building dashboards and automated reporting with Tableau, Power BI, or similar tools using live data connections.
• Hands-on experience with data transformation, preparation, SQL queries, and simple ETL logic.
• Strong knowledge of Salesforce data architecture, reporting, dashboards, and integrations with systems such as Gong, Gainsight, and proprietary platforms.
• Experience defining CX metrics, reverse-engineering undocumented processes, resolving ambiguous data issues, and documenting reliable calculation methods.
• Must be based in the Eastern Time Zone. Strong communication, organization, self-direction, and cross-functional collaboration skills are required.

Culture & Benefits

• Values include ownership, collaboration, high standards, urgency, and continuous learning.
• Remote work is available for candidates based in the Eastern Time Zone.
• Medical, dental, and vision insurance is provided at 100% for employees and dependents.
• Benefits include paid parental leave, pet insurance discounts, life insurance, commuter benefits, a 401(k), and an Employee Assistance Program.
• Professional development and learning opportunities are supported.