Business Operations Manager, Insights and Analytics
WHO WE ARE
Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze.
Need more proof? Braze was named a Leader in the Forrester Wave™: Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune’s Best Workplace for Millennials in 2021, and was ranked #20 on Fortune’s Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women.
WHAT YOU’LL DO
The Global Services and Support (GSS) Operations team strives to protect the investment in Braze’s Professional Services and Technical Support teams by ensuring they have the insight, tools, and processes they need to run effectively. As an Operations Manager, you will lead data analysis efforts, monitor and report on key performance indicators, trends, and deliver prescriptive recommendations to drive efficiency and scale. You will also help to inform the GSS growth strategy, allocation of resources, develop and own forecasting methods.
This role requires a strong sense of ownership and drive, ideal for someone who possesses a problem solving mindset and gets excited by the thought of providing insights to help shape business strategy.
This position will sit within GSS Operations and responsibilities cut across resource management, business reporting, and quarterly business reviews.
- Collaborate with Technical Support and Professional Services leaders to provide reports focused on financial and resource management data to aid with revenue and budgetary goals.
- Provide analysis that supports the business objectives of GSS, in alignment with company goals
- Coordinate with Revenue Operations, Sales, and/or GSS teams to obtain or fix gaps in relevant data about Salesforce opportunities, FinancialForce projects and staffing requirements
- Monitor resource utilization and forecasts and flag over/under utilization anomalies to Professional Services leaders
- Collaborate with our Systems lead and Business Intelligence team to manage available data sources and design scalable reporting solutions and dashboards
- Support team initiatives such as planning, ROI analysis, and performance analysis
- Prepare Ops review materials with metrics, graphs, trends, and variance analysis for quarterly business reviews (QBRs)
- Deliver ad-hoc presentations on business performance to Technical Support and Services leadership
- Facilitate quarterly and yearly target setting exercises and help develop scorecards that include:
- Professional Services KPIs such as bookings, revenue, utilization, margin, project profitability, burn down (actuals and scheduled), project overrun;
- Technical Support KPIs such as CSAT/CES, TTR, FRT, # Interactions, % Backlog, % Linkage, and Knowledge metrics
WHO YOU ARE
- 6+ years of experience in an analyst role, business strategy or operations performing quantitative analysis; supporting Professional Services or Technical Support teams within a SaaS company a plus
- Experience working with data from Salesforce and FinancialForce
- Intellectually curious and unafraid to surface new business questions and adjust hypotheses the deeper they dig into the data. Confident in challenging themselves to determine what is really the right way to look at things, with an eye on iterative improvement.
- Strong Excel skills and able to model complex problems, both conceptually and tactically
- Proficiency with SQL and visualization tools (e.g. PowerBI, Looker, Einstein Analytics, Tableau); comfort with Python/R a plus
- Proven ability to synthesize disparate data sets into a written narrative that clearly communicates findings; articulates the complex with simple language tailored to the audience
- A stellar verbal and written communicator comfortable interfacing with various audiences, including management
WHAT WE OFFER
- Competitive compensation that includes equity
- Generous time off policy to balance your work and life, including paid parental leave
- Competitive medical, dental, and vision coverage for you and your dependents
- Collaborative, transparent, and fun loving office culture
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