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About the role
- Senior CX Operations Analyst driving operational rigor and insights for customer experience at LiveRamp. Collaborating across teams to enhance efficiency and implement AI-driven solutions in multiple cities.
Responsibilities
- Build and maintain core reporting for CX performance, including support, services, and productivity metrics.
- Deliver clear, actionable insights to CX leaders to inform day-to-day and strategic decisions.
- Monitor key trends and proactively flag risks and opportunities.
- Connect reporting outputs to planning processes by ensuring metrics inform forecasting, capacity planning, and operational decision-making.
- Develop and maintain business models in Google Sheets to support: Headcount and capacity planning, Demand forecasting, Cost-to-serve analysis.
- Support scenario planning and sensitivity analysis to evaluate business trade-offs.
- Partner with FP&A to align operational plans with financial targets.
- Analyze existing CX processes to identify inefficiencies, opportunities for workflow automation and AI adoption.
- Support the design and rollout of scalable improvements to tools, workflows, and reporting, including AI driven initiatives.
- Support implementation, quantify impact and track ROI of operational improvements.
- Define success metrics and track adoption of AI-driven solutions across CX teams.
- Measure and quantify the impact of AI and automation initiatives (e.g., productivity gains, cost reduction, cycle time improvements).
- Partner across CX, Finance, RevOps, Data, Business Technology and Product teams.
- Translate business needs into structured analyses and recommendations.
- Communicate findings clearly to both technical and non-technical stakeholders.
Requirements
- 4–7 years of experience in Business Operations, FP&A, Strategy, Consulting or similar analytical roles.
- Experience supporting customer-facing or post-sales organizations (Support, Services, Customer Success) is a plus.
- Background in SaaS, technology, or data-driven environments preferred.
- Advanced proficiency in Google Sheets (required).
- Building structured models from scratch.
- Scenario and sensitivity analysis.
- Capacity and demand modeling.
- Comfortable working with data and large datasets.
- Experience with BI tools (e.g. Tableau), SQL or similar querying tools is a plus.
- Solid understanding of budgeting, forecasting, and unit economics.
- Ability to connect operational drivers to financial outcomes.
- Experience with long-range and annual planning processes.
- Experience applying AI and workflow automation to business problems.
- Eagerness to learn and experiment with new technologies.
- Clear communicator who can translate data into insights.
- Structured thinker with strong attention to detail.
- Able to manage multiple priorities and operate in a fast-paced environment.
- Collaborative and low-ego team player with a bias for action.
Benefits
- Work with talented, collaborative, and friendly people who love what they do.
- We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
- Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
- LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives.
- Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
- Our 401K matching plan—1:1 match up to 6% of salary—helps you plan ahead.
- Also Employee Stock Purchase Plan - 15% discount off purchase price of LiveRamp stock (U.S. LiveRampers)
- A comprehensive office equipment and ergonomics program—we provide you with equipment and tools to be your most productive self, no matter where you're located
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