Business Operations Analyst

Accountabilities:: Manage the full lifecycle of inbound purchase orders and task orders, reviewing customer requests, determining appropriate routing and approval status, and confirming delivery readiness based on established processes. Track customer engagements from purchase request through delivery using Jira and Monday.com, maintaining accurate records and coordinating internal and customer-facing communications throughout each engagement. Coordinate token-based deliveries end-to-end, ensuring accurate provisioning, timely fulfillment, and confirmation with customers. Own approximately 90% of daily Zendesk ticket volume, independently triaging and resolving customer requests while maintaining clear, professional, and timely communication. Process eligible subscription upgrades, cancellations, and renewals directly through Stripe, while generating internal quotes for token purchases using current pricing, performance periods, and requested token quantities. Administer customer accounts within the Enterprise Management Portal, including dedicated tenant accounts, managing purchase order intake, token allocations, account updates, and related customer communications. Reconcile customer account information across the Enterprise Management Portal, Stripe, and Monday.com to maintain billing accuracy, data consistency, and reliable operational records. Coordinate across sales, support, finance, contracts, and delivery teams, proactively communicating status updates, blockers, and exceptions while resolving standard transaction types independently. Identify recurring customer issues and operational friction, recommending process improvements or appropriate escalations and contributing to documentation, playbooks, and evolving operational workflows. Requirements: 3–5 years of experience in business operations, customer success, revenue operations, or a related operational function, ideally in a technology or SaaS environment. Hands-on experience with Stripe, Zendesk, Jira, and Monday.com, or comparable platforms used for billing, customer support, workflow management, and operational tracking. Demonstrated ability to manage a high volume of concurrent requests with strong accuracy, organization, follow-through, and attention to detail. Strong written communication skills and confidence handling direct, daily interactions with external customers and internal stakeholders. Ability to operate autonomously in a fast-moving environment, exercise sound independent judgment, and coordinate across multiple functions with minimal supervision. Familiarity with SaaS subscription models, billing processes, customer account administration, and purchase-order-based procurement. Ability to identify operational issues, communicate blockers clearly, and contribute constructively to process improvements and documentation. Eligibility to obtain and maintain a U.S. government security clearance if required. Benefits: Remote work opportunity for candidates currently residing in the United States. Targeted annual compensation range of $62,390–$93,584 USD , with actual offers varying based on factors such as skills, experience, education, certifications, location, and business needs. Opportunity to work at the intersection of business operations, SaaS customer management, billing, and emerging GenAI solutions. High ownership and autonomy, with direct responsibility for customer-facing operational workflows and cross-functional coordination. Exposure to multiple operational platforms and systems, including Stripe, Zendesk, Jira, Monday.com, and enterprise account management tools. Opportunity to contribute to process improvement, operational playbooks, and scalable workflows in a rapidly evolving technology environment.