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

  • 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

Financial Acumen

• Solid understanding of budgeting, forecasting, and unit economics

• Ability to connect operational drivers to financial outcomes

• Experience with long-range and annual planning processes

AI & Automation Mindset

• Experience applying AI and workflow automation to business problems

• Eagerness to learn and experiment with new technologies
   

Ways of Working

• 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

What Success Looks Like

• CX leaders rely on your reporting and models to make informed decisions

• Planning processes (headcount, capacity, forecasting) are more structured and predictable

• Planning decisions are grounded in accurate, trusted data and improve over time based on actual business performance

• You identify and help implement improvements that increase efficiency and reduce cost-to-serve

• You support the adoption and scaling of AI/automation use cases that improve team productivity

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The approximate annual base compensation range is $113,500 to $170,000. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

• People: Work with talented, collaborative, and friendly people who love what they do.

• Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues. 

• Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.

• Comprehensive Benefits Package: 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.

• Savings: 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)

• RampRemote: 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

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance. 

We use automated decision systems (ADS) as part of our recruitment and hiring process. If you require an accommodation or believe that the use of an ADS may create a barrier to your application or participation in the hiring process due to a disability or other protected characteristic, please let us know. We are committed to providing reasonable accommodations and ensuring an equitable hiring experience for all candidates.

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