Senior Operations Analyst

Position Summary

The Senior Operations Analyst will play a critical role in driving operational excellence by analyzing performance metrics, optimizing business processes, and delivering actionable insights across the customer experience (CX) organization. This individual will maintain reporting for weekly and monthly leadership updates, support operational planning, deliver data-driven insights, and collaborate with cross-functional teams to identify and implement improvements.

We are seeking a proactive, innovative, and results-driven professional who thrives in a dynamic environment and takes ownership of their work. This role offers the opportunity to help us elevate the organization by lead initiatives that improve efficiency, elevate customer outcomes, and enable data-driven decision-making across the organization. We encourage candidates from diverse backgrounds to apply.

Key Responsibilities

• Develop and maintain dashboards, scorecards, and KPI reports to monitor operational performance across Customer Experience, Professional Services, and Support teams.
• Analyze key performance indicators (KPIs) to identify trends, anomalies, and areas for improvement.
• Conduct root cause analysis on key performance trends, including customer churn, service delivery issues, and efficiency gaps.
• Collaborate with Finance, Accounting, and cross-functional stakeholders to align operational planning with business goals, including project-level profitability, cost tracking, and resource utilization.
• Support revenue and cost modeling with an operational lens to improve planning accuracy and drive strategic prioritization.
• Build scalable, user-friendly reporting tools in Excel or BI platforms to support leadership reviews and board reporting.
• Own the analysis of renewal risks, loss reasons, and customer lifecycle metrics to support retention strategies.
• Partner with CX leaders to define and refine KPIs for service excellence, process efficiency, and customer health.

Qualifications and Skills

Location

About Onit

Onit is a global leader in enterprise workflow solutions for legal, compliance, sales, IT, HR, and finance departments. With Onit, companies can transform best practices into smarter workflows, better processes, and operational efficiencies. Onit focuses on enterprise legal management, matter management, spend management, contract lifecycle management, and legal holds, transforming how global Fortune 500 companies and corporate legal departments bridge the gap between systems of record and systems of engagement.