Business Operations Analyst

Working at Thoropass

Thoropass makes it as easy to do the right thing as it is to check a box. Our team members believe that partnership lightens the load. Not everyone can be an expert at everything – lending each other support in areas of weakness strengthens everyone’s offering. We collaborate openly and enthusiastically; without ego. 

What We Do

At Thoropass, we’re compliance experts so you don’t have to be. Pairing easy software that’s always getting smarter with expert guidance and continuous monitoring, we integrate into your process to prepare you to pass any audit, every year, with flying colors. Hundreds of growing companies use Thoropass’s compliance automation platform, expert services, auditors and partner ecosystem to get and stay compliant over the lifetime of their business. We offer SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS, and other infosec and privacy frameworks.

We are a rapidly expanding team based in New York. We were founded in May 2019 and raised our Series C funding in November 2022. Our top investors include: J.P. Morgan, PayPal Ventures, Fin Capital, Centana, and Bain Capital. We're growing customers and revenue dramatically and we’re poised for continued break-out growth in 2023 and beyond.

About the Role

We are hiring a Business Operations Analyst to drive processes and metrics across several key functions (Strategy, Customer Experience, Penetration Testing), supporting Thoropass’s business outcomes and delivering customer joy. You will execute mission-critical, strategic initiatives, and deliver objective analysis and insights for these 3 teams. This will place you in a pivotal role in ensuring the teams have the decision-support metrics, systems, and processes they need to succeed. We're looking for someone equal parts strategic, data-driven, and operationally oriented (with a "get stuff done" attitude).

This role will be reporting directly to our Director of Business Operations.

What You'll Do

Strategy Operations

• Design and implement the business and operational systems and processes that make Thoropass tick.
• Perform analyses and research that help us make the right growth decisions for Thoropass.
• Synthesize feedback from functional teams, customers, and other stakeholders to identify process gaps and optimization opportunities.
• Turn your insights into compelling, actionable recommendations that guide customer strategy and business decisions.
• Partner with leadership on strategic roadmap and target-setting; informing decisions with data-driven insights and rationale.

Customer Operations

• Support the operational and analytical aspects of the customer journey - from initial engagement to post-audit activities. Assist in managing internal processes to enhance the overall customer experience.
• Collaborate on key strategic programs that align with our business strategy, working closely with Customer Experience Leadership and cross-functional teams such as Revenue Operations, Product Management, and Customer Marketing.
• Participate in ongoing efforts to enhance the methodologies, processes, operating rhythms, and collaboration of the Customer Operations team. 

Pentest Operations

• Own the coordination of all pentest engagements including scoping, quoting, scheduling, delivery, and closure phases.
• Administer management tools and processes to improve pentest team efficiency, effectiveness toward achieving pentest business objectives.
• Coordinate with Pentesters and Customer Success Managers to ensure customers receive the best possible experience on their penetration test. 

Skillsets/ Requirements

• 1-3 years experience in an analytical, consulting, customer success, or business operations generalist role. 
• Proficient in Excel or Google Sheets. 
• Familiarity with CRMs (Salesforce, Hubspot) and/or CX platforms (Catalyst, Gainsight, ChurnZero, Totango, Planhat, etc.).
• Exceptional written communication. You can convey complex topics to various stakeholders in a digestible and compelling manner.
• Hungry, humble, scrappy, and will thrive in fast-paced environments.

Bonus Points

• Experience building automation workflows in no-code/low-code automation platforms (e.g. Airtable, Zapier, Make.com, etc.). 
• Experience with BI (business intelligence) platforms (e.g. Sigma, Mode, Power BI, Tableau, Looker, etc).
• Working knowledge of SQL
• Direct experience building operational metrics and reporting (ideally for B2B SaaS products).
• Ability to code basic automation scripts in a general-purpose programming language (e.g. Python, Javas