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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
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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