CX Operations Business Analyst III

About the team & opportunity 

What’s so great about working on Calendly’s Customer Experience team? 

We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day.

Why do we need you? Well, we are looking for a CX Operations, Business Analyst III who will bring a hunger to ask tough questions, measure what matters and help us iterate our systems and processes towards success.  You will report to the Sr.  Manager of CX - Systems & Analytics  and will be responsible for ensuring our CX department has well implemented dashboards and reporting mechanisms, and that our company has access to timely, accurate, relevant and proactively persuasive insights to efficiently drive our department forward.

A day in the life of a CX Operations Business Analyst III at Calendly

You will be a master of all things data and will help our department convert insights into action! You will work closely with our CX leadership as well as leaders from across the business to support and implement high-quality, data-driven decisions while ensuring data accuracy and consistency. They should have a hunger to ask tough questions, measure what matters and help us iterate our systems and processes towards success. This is an exciting opportunity to join a growing team that will influence Calendly’s direction and growth.

On a typical day, you will be working on: 

• Analyze business data to provide insights into Customer Experience and Success, answering key questions and driving data-driven improvements.
• Partner with the Revenue Operations, Marketing, and Data organizations to discover insights that will uncover optimization opportunities
• Conduct ad-hoc analysis to support business needs, including segmenting customer data and identifying potential opportunities to enhance the customer journey.
• Present complex data and trends through clear and insightful dashboards and reports to support business strategy.

What do we need from you?

• 5+ years of experience in Data Analytics, Business Intelligence, or Customer Experience Operations departments
• Experience with Zendesk, Salesforce, Chatbots, Google BigQuery and related systems
• Proficiency in data visualization tools (e.g., Tableau, Looker, etc) and advanced Excel skills.
• Experience with SQL, Python and querying databases to retrieve and analyze large datasets.
• Ability to work independently, manage multiple tasks, and prioritize in a fast-paced environment.
• The ability to operate effectively in gray areas where processes have yet to be completely defined (and to help define those processes!)
• Experience managing complex projects to a deadline
• Familiarity with customer experience metrics such as NPS, CSAT, and CES.
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

Bonus Points if you have:

• Bachelor’s degree in Data Science, Statistics, Mathematics, Business Analytics, or a related field.
• Familiarity with automation tools and scripting (e.g. R, Javascript, Zapier, Workato).

What’s in it for you? 

Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at recruiting@calendly.com . 

Calendly is registered as an employer in many, but not all, states. If you are located in California, Alaska, Hawaii, Montana, North Dakota, South Dakota, Nebraska, Iowa, West Virginia, and Rhode Island, you will not be eligible for employment. Note that all individual roles will specify location eligibility.

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Candidates residing in California may visit our Notice at Collection for California Candidates here: Notice at Collection

The ranges listed below are the expected annual base salary for this role, subject to change.

Calendly takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity.

Base salary is just one component of Calendly’s total rewards package. All full-time (30 hours/week) employees are also eligible for our Quarterly Corporate Bonus program (or Sales incentive), equity awards, and competitive benefits.

Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:

• Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
• Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
• Tier 3: All other locations not in Tier 1 or Tier 2

Tier 1 Salary$109,000—$147,471 USDTier 2 Salary$99,917—$135,182 USDTier 3 Salary$90,834—$122,892 USD Apply