CX Operations Analyst III

What is Calendly?

Calendly takes the work out of scheduling so our customers have more time to work on what’s really important. Our software is used by millions of people worldwide—with thousands more signing up every day. To maintain this exciting growth, we’re looking for top talent to join our team and help shape the future of our product.

A day in the life of an Operations Analyst at Calendly

You will be a master of go to market systems (Zendesk, Salesforce, etc) and will help our CX department identify any inefficiencies and potential friction points in workflows, improve efficiency and automate away needlessly manual tasks! This work will ensure our CX department has well implemented systems & tools that provide a best-in-class customer experience for internal teams and customers alike.

On a typical day, you will be working to:

• Ensure key daily workflows in CX systems for Customer Support, Customer Success , and self-service help are efficient, clean and always improving
• Partner with business leaders and teammates to define our CX systems and tools roadmap, and to implement this vision
• Take a product management approach to delivering new system features and enhancements, unlocking more time for our team to focus on strategic work
• Enable strategic, data driven decision making across our CX teams through clean configuration and a comprehensive set of bulletproof integrations between key platforms
• Partner multi-functionally with the Revenue Operations, Marketing, Data Engineering and product organizations to discover insights that will uncover system optimization opportunities
• Optimize our implementation of Zendesk, including connected systems such as Qualtrics, Ada, Salesforce, etc
• Drive innovation across our tech stack to deliver improved experiences for our customers and partners
• Work with key partners to define the roadmap for key systems

You should apply if you have:

• 5+ years of hands-on experience implementing and configuring Zendesk, Salesforce, Chatbots, JIRA and related systems (certifications a big plus!)
• Experience managing complex integrated SaaS systems via APIs, webhooks, ETL, Zapier, or related mechanisms
• Experience with data warehouses (BigQuery, Redshift, etc) and BI visualization platforms (Looker, Tableau, etc)
• Experience working in a fast paced environment such as a SaaS startup, while managing complex projects to a deadline
• The ability to operate effectively in gray areas where processes have yet to be completely defined (and to help define those processes!)
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

It would be great if you also have:

• Advanced technical skills, including the ability to work with SQL, JSON, APEX
• Demonstrated leadership experience in a prior role, either formally as part of your explicit duties or informally as part of team project work

What’s in it for you?

Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey.

Our Hiring Process:

Applicants for this role can expect to follow the hiring process listed below. Please keep in mind that applicants can be declined from the position at any stage of the process.

• Qualified candidates will be invited to schedule a phone interview with a member of our recruiting team. This is a great time to ask any initial questions you have about the company or the role.
• Next, we’ll put you in direct contact with your potential future manager. You’ll get a chance to learn even more about life at Calendly, the responsibilities attached to your role, and the qualities needed to succeed here.
• Next, or in parallel, you’ll meet with your potential future team members.
• Next, you’ll present your ideas on a topic(s) to a small group of future partners.
• Finally, we contact those you’ve worked with before, to learn more about the impact you can make, the value you bring, and the best way to set you up for success at Calendly.

We aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at Calendly. The recruiter assigned to this role will keep you informed every step of the way. Have q