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 analyze data , monitor and report on key performance indicators, trends, and recommend solutions that drive efficiency and scale. You’ll meet with department leaders and have the opportunity to shape GSS growth strategy, resource management , forecasting, and budget management .
This role requires a strong sense of ownership and drive, ideal for someone with a problem solving mindset and gets excited by surfacing actionable insight to influence a department’s strategic direction. .
This position will sit within GSS Operations with the opportunity to specialize as we continue to grow.
- Develop reporting for Technical Support and Professional Services. .
- Surface trends and gaps to the business
- Collaborate with Revenue Operations, Sales, and/or GSS teams to obtain or rectify source data gaps in Salesforce, FinancialForce and other systems as needed
- 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 design scalable reporting solutions and dashboards
- Support team initiatives such as planning, ROI analysis, and performance analysis
- Prepare Ops review materials and conduct QBRs for senior leadership
- Contribute to 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
- 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/or visualization tools such as PowerBI, Looker, Einstein Analytics, Tableau
- 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 presenting to various audiences
- Experience working with data from Salesforce and FinancialForce
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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