Business Planning & Operations Partner

Accountabilities: Partner with Support and Education leaders to prepare and facilitate business reviews, analyze relevant data, agree on follow-up actions, and develop their contributions to quarterly business health reports. Build and maintain Support capacity plans in collaboration with operational leaders, ensuring alignment with Finance and HR on annual operating plans, workforce requirements, and headcount planning. Analyze Support and Education performance, learning adoption, and operational trends, translating findings into practical recommendations that leaders can implement. Collaborate with Support, Education, and Customer Success teams to define, test, and refine customer risk indicators, incorporating relevant signals into the broader customer health framework. Work with Business Intelligence teams to define leadership reporting needs, validate dashboards and reporting solutions, and contribute operational definitions to the KPI dictionary. Align Support and Education metrics, planning processes, and reporting with Professional Services and Customer Success Operations to ensure consistent cross-functional performance views. Partner with operational leaders and technology product management to develop business cases for technology and AI initiatives, defining measurable outcomes and monitoring results. Present analytical findings and recommendations alongside business leaders to senior commercial leadership. Mentor and support less experienced analysts, sharing knowledge and encouraging strong analytical and business partnering practices. Requirements: Bachelor's degree and at least 8 years of relevant experience, or a master's degree and at least 6 years of experience, in business planning, operations analytics, customer analytics, or business intelligence within a SaaS or technology organization. Experience in management consulting, corporate strategy, or strategic financial planning and analysis, particularly when transitioning into a business partner role, is also welcomed. Experience working with Support, Education, or Enablement data is strongly preferred. Demonstrated experience developing capacity planning, workforce planning, or headcount forecasting models. Advanced SQL skills, strong proficiency in Excel or Google Sheets, and experience with a business intelligence platform such as Tableau, Looker, or Power BI. Strong analytical capabilities, including scoring, segmentation, trend analysis, and the ability to turn complex data into clear business recommendations. Proven ability to influence decision-making and encourage senior leaders to take action based on analytical findings. Excellent collaboration and stakeholder management skills, with the ability to build alignment across teams with different priorities. Ability to work independently, exercise sound judgment, and manage responsibilities with minimal direction. Strong written, verbal, and presentation skills, including confidence communicating insights to directors and senior executives. Experience using AI tools such as Claude to automate analytical and reporting workflows, with appropriate human review to validate outputs. Benefits: Annual salary: $104,000–$145,333, with starting compensation determined by relevant skills, experience, and geographic location. Two company-wide paid wellness days annually to support rest and well-being. One paid day off during your birthday month. 40 hours of paid volunteer time off per year. Employee Assistance Program offering confidential, 24/7 support for emotional well-being, work-life challenges, financial guidance, legal resources, and new-parent support. Business travel protection, including medical assistance, safety resources, pre-trip planning, and emergency support. Monetary employee referral bonuses for successful referrals. Competitive location-specific benefits packages, which may include medical and dental insurance, retirement or pension plans, and life or accident protection. Specific coverage depends on the employee's primary work location and is discussed during the recruitment process. Inclusive and collaborative working environment focused on employee physical, mental, and community well-being.