About the role

Senior CX Operations Analyst driving operational rigor and insights for customer experience at LiveRamp. Collaborating across teams to enhance efficiency and implement AI-driven solutions in multiple cities.

Responsibilities

Build and maintain core reporting for CX performance, including support, services, and productivity metrics.
Deliver clear, actionable insights to CX leaders to inform day-to-day and strategic decisions.
Monitor key trends and proactively flag risks and opportunities.
Connect reporting outputs to planning processes by ensuring metrics inform forecasting, capacity planning, and operational decision-making.
Develop and maintain business models in Google Sheets to support: Headcount and capacity planning, Demand forecasting, Cost-to-serve analysis.
Support scenario planning and sensitivity analysis to evaluate business trade-offs.
Partner with FP&A to align operational plans with financial targets.
Analyze existing CX processes to identify inefficiencies, opportunities for workflow automation and AI adoption.
Support the design and rollout of scalable improvements to tools, workflows, and reporting, including AI driven initiatives.
Support implementation, quantify impact and track ROI of operational improvements.
Define success metrics and track adoption of AI-driven solutions across CX teams.
Measure and quantify the impact of AI and automation initiatives (e.g., productivity gains, cost reduction, cycle time improvements).
Partner across CX, Finance, RevOps, Data, Business Technology and Product teams.
Translate business needs into structured analyses and recommendations.
Communicate findings clearly to both technical and non-technical stakeholders.

4–7 years of experience in Business Operations, FP&A, Strategy, Consulting or similar analytical roles.
Experience supporting customer-facing or post-sales organizations (Support, Services, Customer Success) is a plus.
Background in SaaS, technology, or data-driven environments preferred.
Advanced proficiency in Google Sheets (required).
Building structured models from scratch.
Scenario and sensitivity analysis.
Capacity and demand modeling.
Comfortable working with data and large datasets.
Experience with BI tools (e.g. Tableau), SQL or similar querying tools is a plus.
Solid understanding of budgeting, forecasting, and unit economics.
Ability to connect operational drivers to financial outcomes.
Experience with long-range and annual planning processes.
Experience applying AI and workflow automation to business problems.
Eagerness to learn and experiment with new technologies.
Clear communicator who can translate data into insights.
Structured thinker with strong attention to detail.
Able to manage multiple priorities and operate in a fast-paced environment.
Collaborative and low-ego team player with a bias for action.

Work with talented, collaborative, and friendly people who love what they do.
We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives.
Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
Our 401K matching plan—1:1 match up to 6% of salary—helps you plan ahead.
Also Employee Stock Purchase Plan - 15% discount off purchase price of LiveRamp stock (U.S. LiveRampers)
A comprehensive office equipment and ergonomics program—we provide you with equipment and tools to be your most productive self, no matter where you're located