Customer Experience Operations Analyst

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: As a Customer Experience (CX) Operations Analyst at Instructure, you will serve as the operational backbone for our fastest-growing and newly integrated business units, with a primary focus on Parchment. This is a high-visibility, high-impact role—not a maintenance role—reporting into the Customer Experience Business Operations function. You will bridge the high-level strategy set by the Chief Customer Officer and the hands-on execution required to make our post-sale processes seamless. This role offers autonomy to move fast, own complex problems end-to-end, and build scalable systems supporting a billion-dollar global business. WHAT YOU WILL DO - Parchment Operational Lead: Lead post-sale operational alignment for Parchment, ensuring accurate data flows between Salesforce and Gainsight and providing Customer Experience teams with the tooling necessary to achieve integration milestones. - Scrappy Problem Solving: Act as first responder for CX operational blockers. This includes manual data cleanup for renewal forecasting or quick Salesforce workflow fixes—whatever it takes to get results quickly. - Process Design & Implementation: Translate business requirements from Parchment and specialized BU leaders into scalable, friction-reducing workflows. Design, test, and ship improvements to the customer journey for both internal teams and customers. - Data Integrity & Reporting: Maintain the source of truth for your assigned business units. Build and manage Salesforce and Tableau reports to track renewal risk, adoption, and bookings. - Cross-Functional Coordination: Serve as the connector between CX, Sales Ops, and Enterprise Systems (IT). Proactively identify and raise blockers, propose actionable solutions, and drive initiatives to completion with minimal oversight. - Stakeholder Enablement: Develop quick-reference guides and lead training sessions for frontline managers to promote adoption of new operational processes globally. WHAT YOU WILL KNOW/HAVE: - 3–5 years of experience in Sales Operations, Customer Success Operations, or similar GTM operational roles; ready to own a business unit or functional territory - Deep familiarity with Salesforce objects, reporting, and dashboarding; understanding of data architecture impacting the post-sale customer journey - Demonstrated execution bias; thrives in ambiguity and solves problems proactively without waiting for detailed step-by-step instructions - Analytical mindset; skilled with large datasets, proficient in Excel or Google Sheets - Strong communication skills; able to translate technical and business requirements across diverse stakeholder groups, including senior leadership IT WOULD BE A BONUS IF YOU ALSO HAD: - Experience with Gainsight or similar Customer Success platforms - Background in EdTech, especially working with Parchment, Canvas, or other education technology solutions - Project management experience using Smartsheet, Asana, or similar workflow tracking tools Get in on all the awesome at Instructure! We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: - Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. - Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. - Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back a