Business Analyst, Operations

Lob was founded in 2013 by technical co-founders with a vision to connect the world one mailbox at a time. Today, we're transforming the way businesses use direct mail and bringing the power of technology to a traditionally manual channel. Our modern logistics and fulfillment engine helps businesses to build and scale high-quality, personalized direct mail programs without the operational burden. As we grow to meet the evolving needs of our customers and expand our product offerings, we’re building a team to shape the future of direct mail. Business Analyst, Operations We are seeking a highly analytical and detail-oriented Business Analyst, Operations to join our Operations Team. In this role, you will serve as the technical analyst between our cross functional teams and operational reality You are the first line of defense for Lob’s unit economics. Acting as the primary point of contact for unit economics relative to capacity and margin analysis. You will ensure our commercial agreements are highly competitive while strictly adhering to our financial guardrails. The ideal candidate pairs strong spreadsheet modeling skills with the communication tact required to help Go-To-Market (GTM) teams navigate the quote-to-cash process. As the Business Analyst, Operations, you’ll work on… Deal Execution & Triage Monitoring the Deal Desk Queue: Act as the stakeholder for all incoming Deal Desk requests, ensuring the Sales team provides all necessary data and context before processing begins. Triage and Prioritize: Evaluate ad hoc requests based on urgency, deal size, and strategic importance. Swiftly route high-complexity deals to Management for executive review. Audit Pricing Requests: Review standard and non-standard pricing, discount requests, and contract terms ensuring that fall within designated operational approval thresholds. Margin Analysis & Data Integrity Validate Deal-Level Unit Economics: Apply established pricing models and financial guardrails to confirm that individual deal structures — including custom pricing, volume tiers, and bundled offerings — meet minimum margin thresholds before advancing through the approval workflow. Flag deals that fall outside approved parameters and escalate to Management with a clear summary of the margin impact. System Accuracy: Ensure all custom deal structures, pricing configurations, and non-standard contract terms are accurately entered and reflected within our CRM (Salesforce) and billing data sources. Cross-Functional Partnership & Process Modernization Sales Enablement: Educate the GTM teams on processes, required documentation, and SLA expectations. Help Sales structure their deals correctly the first time to accelerate approval velocity. Stakeholder Alignment: Serve as a collaborative liaison between Sales, Finance, and Operations. You will proactively flag deal bottlenecks and provide clear, direct communication to Sales when deals require structural changes. AI Automation & Systemization: Support the modernization of the operations by identifying manual bottlenecks and helping to implement approved AI-driven tools (e.g., automated data extraction, LLM-based triage) to systematically accelerate the quote-to-cash process. Process Improvement: Identify recurring trends in requests and suggest tactical improvements to streamline operations. Additional Responsibilities Interim Coverage: In the event of a vacancy or capacity gap on the Strategy & Analytics team, provide temporary operational support for pricing execution and deal-level margin review as directed by Management. This coverage is supplementary and does not alter the primary scope or classification of this role. What will you bring to this role… Experience: 2–4 years of experience in a Deal Desk, Sales Operations, Pricing, or Financial Analyst role within a fast-paced tech, logistics, or SaaS environment. Financial Acumen: Strong understanding of gross margin calculations, discounting impacts, and fundamental commercial met