Business Operations Analyst

Accountabilities:

• Manage the full lifecycle of inbound purchase orders and task orders, reviewing customer requests, determining appropriate routing and approval status, and confirming delivery readiness based on established processes.
• Track customer engagements from purchase request through delivery using Jira and Monday.com, maintaining accurate records and coordinating internal and customer-facing communications throughout each engagement.
• Coordinate token-based deliveries end-to-end, ensuring accurate provisioning, timely fulfillment, and confirmation with customers.
• Own approximately 90% of daily Zendesk ticket volume, independently triaging and resolving customer requests while maintaining clear, professional, and timely communication.
• Process eligible subscription upgrades, cancellations, and renewals directly through Stripe, while generating internal quotes for token purchases using current pricing, performance periods, and requested token quantities.
• Administer customer accounts within the Enterprise Management Portal, including dedicated tenant accounts, managing purchase order intake, token allocations, account updates, and related customer communications.
• Reconcile customer account information across the Enterprise Management Portal, Stripe, and Monday.com to maintain billing accuracy, data consistency, and reliable operational records.
• Coordinate across sales, support, finance, contracts, and delivery teams, proactively communicating status updates, blockers, and exceptions while resolving standard transaction types independently.
• Identify recurring customer issues and operational friction, recommending process improvements or appropriate escalations and contributing to documentation, playbooks, and evolving operational workflows.

Requirements:

• 3–5 years of experience in business operations, customer success, revenue operations, or a related operational function, ideally in a technology or SaaS environment.
• Hands-on experience with Stripe, Zendesk, Jira, and Monday.com, or comparable platforms used for billing, customer support, workflow management, and operational tracking.
• Demonstrated ability to manage a high volume of concurrent requests with strong accuracy, organization, follow-through, and attention to detail.
• Strong written communication skills and confidence handling direct, daily interactions with external customers and internal stakeholders.
• Ability to operate autonomously in a fast-moving environment, exercise sound independent judgment, and coordinate across multiple functions with minimal supervision.
• Familiarity with SaaS subscription models, billing processes, customer account administration, and purchase-order-based procurement.
• Ability to identify operational issues, communicate blockers clearly, and contribute constructively to process improvements and documentation.
• Eligibility to obtain and maintain a U.S. government security clearance if required.

Benefits:

• Remote work opportunity for candidates currently residing in the United States.
• Targeted annual compensation range of $62,390–$93,584 USD, with actual offers varying based on factors such as skills, experience, education, certifications, location, and business needs.
• Opportunity to work at the intersection of business operations, SaaS customer management, billing, and emerging GenAI solutions.
• High ownership and autonomy, with direct responsibility for customer-facing operational workflows and cross-functional coordination.
• Exposure to multiple operational platforms and systems, including Stripe, Zendesk, Jira, Monday.com, and enterprise account management tools.
• Opportunity to contribute to process improvement, operational playbooks, and scalable workflows in a rapidly evolving technology environment.