Production Operations Analyst

Job Description:

The Product Operations Analyst plays a critical role in enhancing product performance and customer satisfaction. This position is responsible for facilitating the voice of the customer by triaging feedback and leveraging insights to inform and drive product strategy.. Additionally, the role involves building and implementing new processes across the organization to streamline operations and enhance overall product delivery. The ideal candidate is a proactive problem-solver with strong analytical skills and a passion for driving continuous improvement in product operations.

Who you’re committed to being:

• You enjoy learning and are open to new ways of doing things.

• You are not afraid to be yourself, experiment, make mistakes and learn from them, ask questions, or voice your concerns.

• When communicating you are self-aware, insightful, and proactive.

• You are a team member first and individual contributor second. You are aware that high-performing teams are only as strong as their weakest link.

• You believe in continuous improvement and request frequent feedback from others.

What you’ll do:

• Provide high-quality technical support and customer service to internal and external users of our Digital Checkout, Salesforce CPQ and Zuora Billing platforms.

• Identify, understand, and articulate solutions for customer issues

• Work well in a high-energy, fast-paced, enthusiastic, positive, and collaborative culture

• Maintain comprehensive case documentation

• Work in other technical areas of software support as needed such as Identifying issues and logging defects

• Provide technical support and troubleshooting assistance to production teams to resolve issues related to production systems, equipment, and processes.

• Monitor production systems and processes, identifying potential issues, and implementing corrective actions to minimize downtime and maintain optimal performance.

• Collaborate with cross-functional teams, including IT, engineering, and operations, to address production-related issues and implement solutions to enhance efficiency and effectiveness.

• Analyze production data and performance metrics to identify trends, patterns, and opportunities for improvement, and make recommendations for process enhancements and optimization.

• Develop and maintain documentation, procedures, and training materials to support production operations and ensure compliance with standards and protocols.

• Participate in the testing and implementation of new production systems, software, and equipment, ensuring compatibility, functionality, and performance meet requirements.

Experience you’ll bring:

• Strong troubleshooting skills, particularly with MS Exchange logs and error analysis.

• Ability to describe and support enterprise systems and application stacks.

• Experience with Salesforce CRM/CPQ, provisioning platforms, Zuora or similar billing platform and digital checkout..

• Excellent communication skills and ability to work in a team environment.

Requirements:

• Requires a minimum of 3 years of related or equivalent experience; or 2+ years with an advanced degree in a product organization.

• Analytical background preferred

Travel Requirements:

While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.

Why you’ll love working here:

• We’re remote- and hybrid-friendly

• We’re mission driven and guided by our culture pillars

• We have a strong commitment to diversity and belonging

• We cultivate a culture of trust, autonomy, and collaboration

• We’re lifelong learners and champion team member growth and advancement

• We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

We’re Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud products, teams can develop critical skills, improve processes and gain data-driven insights.

Learning and development are at the core of who we are. We’re out to help every tech