We are seeking a Lead Business Operations Analyst to drive scalable, high-impact operational initiatives across our Customer Support organization. This role will focus on enabling an exceptional employee and customer experience through strong knowledge management foundations, modern case management tooling, and automation that allows our support teams to scale with the growth of the business.
The Lead Business Operations Analyst will partner closely with Customer Support leadership and frontline teams to understand current processes, identify friction, and design solutions that can scale across the broader post-sales organization. This role will also collaborate with partners across Product, Analytics, Systems, and other operational functions to execute strategic roadmap initiatives
The ideal candidate will have a strong background in customer support operations and a proven ability to oversee complex cross-functional initiatives while monitoring operational performance across support capabilities.
Key Responsibilities
- Lead and partner on operational programs that drive adoption of standard processes and tools across a global Customer Support organization.
- Support and scale programs that improve agent efficiency and enable supportability of core product offerings
- Lead operational programs for capabilities such as knowledge‑centered support - enabling customer self‑service and establishing a baseline for case deflection and self‑service metrics.
- Leverage advanced analytics to identify operational bottlenecks, model business scenarios, and measure program effectiveness; present insights and recommendations to senior leadership
- Facilitate meetings and workshops (kickoffs, retrospectives, discovery, requirements, and design sessions) to drive clarity and alignment
- Define, document, and maintain operating procedures and standards; deliver enablement so teams adopt new processes and systems effectively
- Partner with Systems teams to optimize and automate manual effort across Customer Success tooling and systems
Qualifications:
- Bachelor’s degree in Business, Operations, Analytics, or a related field.
- 6+ years of experience in customer success operations, business operations, or a related discipline within the SaaS or technology sector.
- Experience using data and metrics to drive prioritization and measurable improvements
- Ability to translate high-level business strategies into operational plans and programs
- Proven ability to work cross-functionally with technical and non-technical teams
- Strong stakeholder management, with experience presenting to senior leadership
- Demonstrated ability to lead through influence and drive alignment across teams
- Experience in process design, program/project management, and meeting facilitation
- Proficiency with Customer Support technology stacks and CRM platforms
- A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
- Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
- A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
- An environment that fosters innovation, enables creative collaboration, and allows you to grow.
- A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
- A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
- A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
- Attractive compensation packages and stock purchase options with numerous benefits and advantages.
- We offer attractive compensation packages and stock purchase options with numerous benefits and advantages.
- Due to legal reasons, we are obliged to disclose the minimum salary for this position, which is € 74.000 gross per year based on full-time employment. We offer a higher salary in line with qualifications and experience.
Dynatrace provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic. We actively foster an inclusive workplace that celebrates differences and promotes accessibility, collaboration, and growth for all.
