[Remote] Business Operations Analyst II
Note: The job is a remote job and is open to candidates in USA. FICO is a leading global analytics software company that helps businesses make better decisions. They are seeking a Business Operations Analyst to support their Customer Experience organization, focusing on enhancing the customer journey and establishing operational excellence. The role involves cross-team collaboration, strategic planning, and driving initiatives that improve customer satisfaction and business performance.
Responsibilities
- Cross-team collaboration: operational support for the Customer Success and Customer Support organizations, working collaboratively with members of these functions plus Sales, Finance, and other Operations teams
- Prioritize and orchestrate strategic initiatives that drive growth and improve business performance (e.g., improving resourcing capacity planning, streamlining the customer journey, improving tools and systems)
- Develop content to support a global operating cadence: quarterly business reviews; talent and headcount reviews; customer health reviews; customer onboarding handoffs; etc
- Strategic planning including customer analysis; resource planning; compensation design; all while enabling Customer Success to achieve their targets
- Tracking KPIs and building reporting frameworks to enhance visibility, monitor organizational performance and provide senior leadership with actionable insights
- Ensuring data integrity and hygiene to enable reliable reporting and effective decision-making
- Helping teams problem solving to improve customer relationships and providing operational support to reduce noise that takes away from building healthy customer partnerships
- Capture customer feedback and identify new ways to streamline the customer journey
- Build relationships with key stakeholders to influence and improve the customer experience
Skills
- Experience in business operations, analytics, program management, or related roles
- Direct experience supporting Customer Success and/or Customer Support organizations in a B2B environment is a plus
- Strong analytical skills with advanced proficiency in Excel (pivot tables, complex formulas, data analysis)
- Advanced PowerPoint skills with ability to create executive-ready presentations that translate complex challenges into clear, visually compelling narratives for diverse audiences
- Experience with CRM systems, particularly Salesforce and ServiceNow (or willingness to become an expert quickly)
- Proven project management abilities with track record of driving cross-functional initiatives to completion
- Excellent communication skills - ability to translate complex data into clear narratives for diverse audiences from frontline teams to executives
- Demonstrated ability to build structure in ambiguous environments - you're comfortable working through ambiguity
- Flexible, adaptable, and able to respond to shifting and competing priorities
- Collaborative mindset with ability to influence without authority and build trust across teams
- Change management expertise with ability to guide teams through organizational transitions, including stakeholder engagement, communication planning, and adoption strategies that drive sustainable transformation
- Bachelor's degree in Business, Analytics, Communications, or related field (or equivalent practical experience)
Benefits
- An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
- The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
Company Overview
Company H1B Sponsorship