Senior CX Operations Analyst, Planning & Insights

LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

About the Role

We are seeking a Senior CX Operations Analyst, Planning & Insights to join our Customer Experience (CX) Strategy & Operations Team. 
 

In this role, you will partner closely with leaders across CX (Technical Support & Services) to drive operational rigor, deliver actionable insights, and support forward-looking planning. You will build scalable reporting and modeling frameworks, contribute to scenario planning, and support initiatives that improve efficiency and performance—including the implementation, measurement, and adoption of AI and automation to improve team productivity and operational efficiency.
 

This is a high-visibility role for someone who enjoys combining data, business context, structured problem solving and cutting edge technology to improve how teams operate.

This is a hybrid, 2 days a week in-office position in San Francisco, New York City, Seattle or Little Rock.

What You’ll Do

Operational Reporting & Insights

• 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
   

Financial & Operational Modeling

• 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
   

Process Improvement & Automation

• 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)
   

Cross-Functional Collaboration

• 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

About You

Experience

• 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

Modeling & Analytical Skills

• Advanced proficiency in Google Sheets (required)

  • Building structured models from scratch

  • Scenario and sensitivity analysis