Job Description

Job Title – Customer Experience (CX) Operations Analyst

Company - Instructure

Years of Experience – 3–5 years

Location – Mexico

Role Type – Full-Time Role

Eligibility

• 3–5 years of experience in Sales Operations, Customer Success Operations, or similar GTM roles
• Strong knowledge of Salesforce (objects, reporting, dashboards)
• Proficiency in Excel or Google Sheets
• Ability to handle ambiguity and solve problems proactively
• Strong communication and stakeholder management skills

Role Overview

As a Customer Experience (CX) Operations Analyst, you will act as the operational backbone for high-growth and newly integrated business units, primarily focusing on Parchment. This is a high-impact role where you will bridge strategic direction and execution, ensuring seamless post-sale processes and scalable operational systems.

Key Responsibilities

• Lead post-sale operational alignment for Parchment, ensuring accurate data flow between Salesforce and Gainsight
• Act as a first responder to CX operational issues, including data cleanup and workflow fixes
• Design and implement scalable processes to improve the customer journey
• Maintain data integrity and build reports using Salesforce and Tableau
• Collaborate with CX, Sales Ops, and IT teams to resolve blockers and drive initiatives
• Enable stakeholders through training sessions and documentation

Skills and Qualifications

• Strong analytical mindset with experience handling large datasets
• Deep understanding of Salesforce data architecture
• Execution-driven with a proactive problem-solving approach
• Excellent cross-functional collaboration skills
• Ability to translate business and technical requirements effectively
• Experience with Gainsight or similar Customer Success platforms
• Background in EdTech (Canvas, Parchment, etc.)
• Experience with project management tools like Smartsheet or Asana