SugarCRM is looking to hire an Operations Analyst – Reports & Insights to drive visibility and actionable insights across their Technical Support organization. This role will be responsible for building reporting infrastructure, surfacing operational trends, and enabling data-informed decisions to improve support performance and customer experience.
Requirements
- Proficiency in SQL and experience with BI tools (e.g., Looker, Tableau, Power BI) for building dashboards and automated reports.
- Strong analytical skills with experience identifying performance gaps, workflow inefficiencies, and trends across large support datasets.
- Familiarity with CRM and support platforms such as Zendesk, Salesforce, or SugarCRM.
- Working knowledge of data modeling, data governance, or structured reporting systems.
- Familiarity with scripting or automation tools (e.g., Python, dbt, or similar) to support scalable data workflows.
- Understanding of SugarCRM products or other customizable CRM platforms.
Responsibilities
- Design, build, and maintain reporting dashboards and data visualizations that provide clear visibility into support operations, case patterns, agent productivity, backlog health, and customer sentiment.
- Surface trends and anomalies in case volume, escalation rates, SLA compliance, and agent performance to identify operational gaps and improvement opportunities.
- Analyze workforce distribution and utilization to support staffing decisions, regional load balancing, and shift planning.
- Provide insights into customer-raised case patterns, including product-related issues, recurring themes, and root causes, to guide proactive support and cross-functional alignment.
- Collaborate with Support Operations and leadership to translate operations needs into actionable metrics and reporting frameworks.
- Deliver regular insights to support performance reviews, strategic planning, and optimization initiatives.
- Ensure data accuracy, consistency, and integrity across systems, driving confidence in operational metrics used for decision-making.
Other
- 3–5 years of experience in operations analysis, data analytics, or support operations analytics, preferably in a SaaS or technical support environment.
- Proven ability to translate complex data sets into actionable insights and operational recommendations.
- Excellent communication skills with the ability to present data to technical and non-technical stakeholders.
- This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Denver, Colorado location, specifically, working in-office (3) days per week.
- Experience supporting Technical Support or Customer Experience teams with reporting on SLAs, CSAT, case volume, and agent productivity.
