CX Strategy & Operations Senior Analyst

Unqork’s AI-First Enterprise Development Platform is revolutionizing the way organizations build, maintain, and secure applications across their entire lifecycle. Named one of America’s Best Startup Employers by Forbes five times, Unqork provides industry-tailored solutions for customers in financial services, insurance, government, and healthcare. Unqork’s AI-first platform empowers enterprises to bring solutions to market faster, focus on AI-powered growth instead of maintenance, and leverage security and governance trusted by some of the largest companies in the world’s most regulated industries. Unqork's customers include Goldman Sachs, Marsh, BlackRock, and the U.S. Department of Health and Human Services. At Unqork, we value inclusive and innovative thinkers who boldly challenge the status quo. We encourage you to apply! We are seeking a highly organized, process-driven CX Strategy & Operations Senior Analyst to join our CX Strategy & Operations group. This critical role serves as the operational engine behind our Customer Experience organization, directly bridging the gap between our Technical Advisory (TA), Customer Advocacy (CA) and other CX teams. You will be responsible for streamlining operational workflows, managing cross-functional technical requests, auditing financial data, and ensuring our Customer Advocacy Managers (CAMs) are fully enabled to support our accounts. If you thrive on turning unstructured processes and inputs into structured, repeatable processes and have experience optimizing tools like Jira, Zendesk and Salesforce, this role is for you. The Impact U will make: CX Operational Excellence & Ticketing Escalation Management: Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved efficiently. Environment Request Workflows: Manage and optimize the intake and fulfillment process for customer environment requests. CA Workgroup Operationalization: Take abstract strategy and translate it into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance. Technical Advisory (TA) & Customer Advocacy (CA) Bridge TA Operations Management: Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, Zendesk, Conduqtor, and other internal proprietary systems. Bi-Monthly TAS Request Process: Co-lead and facilitate the bi-monthly Technical Advisory Services (TAS) request cycle between the TA and CA organizations to ensure resource alignment on key customer priorities. Account & Platform Administration Account Assignment Governance: Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams. Brand & Access Management: Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams. Post-Incident & Retention Support Root Cause Analysis (RCA): Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following major customer technical incidents. CAM Accountability & Follow-up: Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention. Financial & Contract Operations SOW & Hours Reconciliation: Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services. What U bring: Experience: 3-5 years in a Customer Success Operations, Technical Operations, or Revenue Operations role within a SaaS or enterprise technology company. Tooling Expertise: Hands-on experience administering or utilizing Salesforce (SFDC) , Zendesk , and Jira . Cross-Functional Communication: Proven track record acting as a liaison between deeply technical teams (like Technical Advisors/Engineers) and customer-facin