Senior Customer Experience Operations Analyst

About interos.ai

interos.ai is pioneering supply chain risk intelligence, creating the world’s most trusted and transparent supply chains. Our platform automates the discovery and continuous monitoring of supply chain risk across every tier, enabling faster, data-driven threat mitigation and resilience at a global scale.

As the first and only automated supplier intelligence platform, interos.ai provides organizations with real-time visibility into extended supply chains to protect against regulatory risk, unethical labor, cyber threats, and systemic vulnerabilities within a single pane of glass.

Serving commercial, government, and public sectors, including Global Fortune 500 companies and Five Eyes nations, interos.ai offers a unique opportunity to shape a rapidly growing market that is transforming global security and economic resilience.

The Role

As a Senior Customer Experience Operations Analyst, you will play a critical role in enabling scale, consistency, and operational excellence across Interos’ Customer Experience organization. As a fast-growing SaaS company in the supply chain operational resilience space, our ability to delight customers depends on strong processes, reliable data, and clear operational insight.

In this role, you will focus on building and optimizing the operational foundation that supports Customer Success and Customer Support teams. You will lead reporting and metrics initiatives, design scalable processes, and partner cross-functionally to improve how customer experience programs are executed, measured, and evolved. This is a hands-on role for someone who enjoys turning complexity into clarity and building systems that allow teams to operate at their best.

What You Will Do

• Lead the development and ongoing improvement of operational processes that support Customer Experience teams, with a focus on reporting, metrics, and performance measurement
• Design, build, and maintain dashboards that aggregate operational and customer feedback data and provide actionable insights to stakeholders
• Leverage data and metrics to evaluate performance, identify trends, and surface opportunities for continuous improvement
• Partner with cross-functional stakeholders to plan, design, develop, and deploy changes to customer experience processes and supporting technologies
• Develop and manage project plans to support multiple concurrent initiatives and ensure consistent progress and delivery
• Clearly document business requirements, translate operational needs into proposed solutions, and validate outcomes with stakeholders
• Support the implementation of new processes and functionality through clear communication, enablement practices, and documentation
• Participate in large-scale, long-term initiatives involving Customer Success, Support, Product, Engineering, and other teams

What You Bring

• 5+ years of experience in Customer Support, Technical Support, Customer Experience Operations, or Program Management within a digital or SaaS environment
• Bachelor’s degree in a related field or equivalent practical experience
• Proven ability to manage multiple initiatives across different customer programs and priorities
• Exceptional written communication skills with the ability to translate technical concepts into clear, easy-to-understand language
• Strong organizational and time management skills with high attention to detail
• Independent, self-motivated, and comfortable operating with ambiguity while building strong cross-functional relationships
• Creative problem-solving mindset with an understanding of how operational changes impact multiple teams and audiences
• Strong analytical and problem-solving skills with a data-driven approach to decision making
• Experience or comfort working closely with product managers and engineers on technical or process-driven initiatives
• Embodies a hungry, humble, and smart mindset, always learning, collaborative by nature, and focused on driving meaningful impact

Bonus Points For

• Strong interest in designing and optimizing repeatable, scalable operational processes
• Experience supporting Customer Success, Customer Support, or learning management workflows
• Technical aptitude and comfort engaging with product and engineering teams

What We Offer

• Comprehensive health, dental, and vision insurance
• 401(k) with employer match
• Flexible Time Off plus paid holidays
• Career growth opportunities in a rapidly scaling, category-defining company
• Employee referral bonuses and recognition programs
• Flexible, remote-first work environment
• Collaborative culture built on trust, accountability, and ownership

Compensation

Base salary range: $75,000 to $100,000 USD depending on experience and location

Performance-based annual bonus

Equity included as part of total compensation package

Final compensation will be based on skills, experience, and geographic location.

Work Environment, Location, and Travel

Remote-first role open to candidates legally authorized to work in the United States. Minimal travel may be required.

Equal Opportunity Employer

interos.ai is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, religion, gender identity, sexual orientation, age, disability, or veteran status.

Accessibility and Accommodations

Reasonable accommodations are available throughout the hiring process. Please contact hr@interos.ai if assistance is needed.

Key skills/competency

• Customer Experience Operations
• Process Optimization
• SaaS Environment
• Data Analysis
• Performance Measurement
• Cross-functional Collaboration
• Project Management
• Reporting & Metrics
• Business Requirements Documentation
• Stakeholder Management