Sr. Analyst, CX Strategy & Process Optimization (Pacific Time preferred)

About the Role:

Aura is looking for a Sr. Analyst / Lead, CX Process Optimization Lead to drive innovation, scalability, and operational excellence across our Customer Experience (CX) function. This high-impact role will lead cross-functional initiatives that streamline workflows, implement AI automation platforms, and elevate both agent and customer experience.

This position is remote within the US. Preference will be given to candidates in the Pacific Time Zone, or who are willing to work PT hours on a regular basis, to align with the hiring manager.

We're seeking someone who brings deep analytical strength, CX systems expertise (e.g., Salesforce, Five9), and a consulting-style approach to solving complex problems. You'll work closely with Product, Engineering, Data, and CX leadership to ensure we're building for both efficiency and insight.

Responsibilities:

• Lead the design and deployment of AI-driven solutions (e.g. conversational AI, agent assist, workflow automation) across our CX operations in close partnership with Product & Engineering

• Identify and implement process improvement initiatives across CX platforms such as Salesforce, streamlining agent and customer workflows

• Partner with Product, Engineering, Salesforce Admin team, and CX leaders to translate business needs into technical requirements and execution plans

• Design and build operating rhythms that drive accountability and continuous improvement across the CX org

• Own key projects from discovery through implementation, using data-driven frameworks and structured problem-solving

• Use data to diagnose root causes, size opportunities, and evaluate the impact of tech and process changes

• Influence strategy for tech stack investments and roadmap decisions tied to support automation and AI integration

Qualifications:

• 3+ years of experience in a highly analytical, execution-oriented role (e.g. management consulting, business operations, solutions engineering), ideally within tech or customer support environments

• Experience improving systems, tooling, and processes; CX platforms such as Salesforce Service Cloud is a bonus

• Curiosity to deeply understand AI automation and emerging technologies in the customer support space (e.g. bots, LLMs, workflows, agent assist)

• Exceptional analytical skills with a structured problem-solving + process excellence mindset

• Strong ability to communicate insights, influence decisions, and manage cross-functional stakeholders

• Comfort working in ambiguous environments and driving clarity and outcomes

• Exceptional communications skills – written, verbal, and listening

• High-energy, team-first, positive attitude

• Technical fluency to collaborate with Product, Engineering, and data teams; SQL or light scripting is a bonus

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Anticipated pay range for this position is $105,000 - 120,000, but may vary depending on job-related knowledge, skills, experience and location.