The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.
Remote, North America
An overview of this role
The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.
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In this role as a Senior Operations Analyst for our Customer Success team, this role will specifically focus on our Global CSAT programs. You will have the opportunity to own business-level data and analytics projects, lead deep-dive analyses to influence business decision-making and contribute to cross-functional initiatives to better serve Gitlab customers.
What you’ll do
- Drive business cadences across planning and measurement in partnership with the Customer Success (CS) leadership team and larger go to market organization
- Develop and manage executive reporting on key CSAT metrics, formulate actionable insights and structure concise, clear presentations of findings, and prioritize issues as appropriate
- Manage CSAT tools determining future growth needs, utilization rates, evaluations and user access
- Proactively identify opportunities to improve operational efficiency with a focus on scale, transparency, and data accuracy
- Partner cross-functionally with Data Science, Marketing, and Product teams to formulate and develop initiatives with global, cross-functional scope, independently managing from ideation to execution
- Conduct sophisticated, creative analyses for company-level CSAT priorities and clearly communicate results and empower leadership decision-making
What you’ll bring
- BA/BS degree + 7 years of relevant experience
- Experience with large scale CSA, NPS, or CES operations, best practices, and data analysis.
- Demonstrated progressive experience in an analytical role, preference for Business Intelligence/Analytics, or Management Consulting.
- Hands on delivery experience with SQL, Tableau, and Excel, or similar analytical packages required.
- Excellent quantitative analytical skills, creativity in problem-solving, and keen business sense.
- Extensive track record of building high-quality and complex reporting and effective presentations in collaboration with sr. stakeholders.
- Strong systems thinking and scaled solutioning bias.
- Exposure to the Gainsight system and data structures is a plus.
- Ability to thrive in a fully remote organization
How GitLab will support you
- Benefits to support your health, finances, and well-being
- All remote, asynchronous work environment
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.