CX Operations Analyst – Insights & Improvements (Req # 1773)
SugarCRM.com
Office
Denver, CO
Full Time
About SugarCRM
From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we’re on a mission to help sales teams reach their highest potential. Our diverse team around the world shares a passion for helping customers succeed. Together, we’re building a culture that values personal and professional growth—and we’re proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day.
If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about SugarCRM careers and how you can be part of our journey.
Where Do You Fit In?
We are looking for a data-driven and detail-oriented Operations Analyst – Reports, Insights & Programs to drive visibility, insights, and continuous improvement across our Technical Support organization.This role is responsible for building reporting infrastructure, surfacing operational trends, and enabling data-informed decisions that elevate support performance and customer experience. Beyond insights, you will also lead or co-lead ad-hoc operational programs that address identified gaps—acting as a flexible problem solver who can step into diverse initiatives, from process improvements to workforce optimization.
The ideal candidate is comfortable working across datasets, tools, and stakeholders—translating data into stories and then driving programs that close the gaps the data uncovers. You’ll partner closely with Support Operations and Technical Support Leadership to deliver accurate, timely, and impactful reporting while also executing improvement projects.
*This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Denver, Colorado location, specifically, working in-office (3) days per week*
We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team. Benefits and Perks:Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks: · Excellent healthcare package for you and your family · Savings and Investment – 401(k) match· Unlimited Paid Time Off· Paid Parental Leave· Online Legal Services (Rocket Lawyer)· Financial Planning Services (Origin)· Discounted Pet Insurance (Embrace Pet Insurance)· Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public· Health and Wellness Reimbursement Program · Travel Discounts· Educational Resources - Career & Personal Development Program· Employee Referral Bonus Program· We are a merit-based company - many opportunities to learn, excel and grow your career!
If you require a reasonable accommodation to search for a job opening or submit an application, please call +1 (877) 842-7276 with your request and contact information.
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
#LI-Hybrid
From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we’re on a mission to help sales teams reach their highest potential. Our diverse team around the world shares a passion for helping customers succeed. Together, we’re building a culture that values personal and professional growth—and we’re proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day.
If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about SugarCRM careers and how you can be part of our journey.
Where Do You Fit In?
We are looking for a data-driven and detail-oriented Operations Analyst – Reports, Insights & Programs to drive visibility, insights, and continuous improvement across our Technical Support organization.This role is responsible for building reporting infrastructure, surfacing operational trends, and enabling data-informed decisions that elevate support performance and customer experience. Beyond insights, you will also lead or co-lead ad-hoc operational programs that address identified gaps—acting as a flexible problem solver who can step into diverse initiatives, from process improvements to workforce optimization.
The ideal candidate is comfortable working across datasets, tools, and stakeholders—translating data into stories and then driving programs that close the gaps the data uncovers. You’ll partner closely with Support Operations and Technical Support Leadership to deliver accurate, timely, and impactful reporting while also executing improvement projects.
*This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Denver, Colorado location, specifically, working in-office (3) days per week*
Impact You Will Make In The Role:
- Design, build, and maintain reporting dashboards and data visualizations that provide clear visibility into support operations, case patterns, agent productivity, backlog health, and customer sentiment.
- Surface trends and anomalies in case volume, escalation rates, SLA compliance, and agent performance to identify operational gaps and improvement opportunities.
- Analyze workforce distribution and utilization to support staffing decisions, regional load balancing, and shift planning.
- Provide insights into customer-raised case patterns, including product-related issues, recurring themes, and root causes, to guide proactive support and cross-functional alignment.
- Collaborate with Support Operations and leadership to translate operations needs into actionable metrics and reporting frameworks.
- Own and drive ad-hoc improvement programs, from automation and taxonomy projects to escalation process changes, ensuring insights turn into measurable outcomes.
- Ensure data accuracy, consistency, and integrity across systems, driving confidence in operational metrics used for decision-making.
- Enable a data-driven culture by providing self-serve reporting guidance and fostering data literacy within the Technical Support organization.
- Act as a flexible, utility player across Support Ops—able to take on diverse initiatives that enhance operational performance, even if they sit outside traditional reporting responsibilities.
What You Will Bring:
- 3–5 years of experience in operations analysis, data analytics, or support operations analytics, preferably in a SaaS or technical support environment.
- Experience supporting Technical Support or Customer Experience teams with reporting on SLAs, CSAT, case volume, and agent productivity.
- Proven ability to translate complex data sets into actionable insights and recommendations.
- Proficiency in SQL and experience with BI tools (e.g., Looker, Tableau, Power BI) for building dashboards and automated reports. Familiarity with scripting or automation tools (e.g., Python, dbt, or similar) to support scalable data workflows.
- Strong analytical skills with experience identifying performance gaps, workflow inefficiencies, and trends across large support datasets.
- Familiarity with CRM and support platforms such as Zendesk, Salesforce, or SugarCRM.
- Excellent communication skills with the ability to present data to technical and non-technical stakeholders.
- A bias toward action—comfortable stepping outside of a pure analyst role to contribute directly to operational improvements.
Preferred Qualifications
- Experience in workforce analysis or forecasting for global or distributed support teams.
- Working knowledge of data modeling, data governance, or structured reporting systems.
We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team. Benefits and Perks:Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks: · Excellent healthcare package for you and your family · Savings and Investment – 401(k) match· Unlimited Paid Time Off· Paid Parental Leave· Online Legal Services (Rocket Lawyer)· Financial Planning Services (Origin)· Discounted Pet Insurance (Embrace Pet Insurance)· Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public· Health and Wellness Reimbursement Program · Travel Discounts· Educational Resources - Career & Personal Development Program· Employee Referral Bonus Program· We are a merit-based company - many opportunities to learn, excel and grow your career!
If you require a reasonable accommodation to search for a job opening or submit an application, please call +1 (877) 842-7276 with your request and contact information.
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
#LI-Hybrid
CX Operations Analyst – Insights & Improvements (Req # 1773)
Office
Denver, CO
Full Time
September 26, 2025