Senior Operations Analyst - Sales

ABOUT THE TEAM 

Member Success at Tide is a dedicated team focused on helping existing members maximise the value they receive from Tide's products and services. In similar industries, this function is often known as Customer Success. The team’s primary goal is to build lasting relationships with members by identifying their needs and recommending the most suitable products and services to help their businesses thrive.

ABOUT THE ROLE

As a Senior Operations Analyst you will be responsible for:

• Reporting & Analysis: Building reporting suites in Looker and delivering analyses for Sales using past and live data. Coordinating data engineering requests with support from BI.
• Sales Support: Resolving operational issues, clearing blockers, and escalating complex cases to the Operations Manager depending on severity.
• Incident Management: Handling level 3 escalations, resolving incidents, and ensuring process efficiency.
• Process Improvement: Working with Sales Management to identify and implement solutions to enhance effectiveness.
• Workforce Management: Maintaining and developing workforce management tools for live monitoring and smooth operations.
• Collaboration: Partnering with Sales teams and other Operations teams to solve issues, streamline processes, and drive continuous improvement
• Stakeholder Management: Engaging with key internal teams, including Sales, BI, and Operations, to ensure alignment on priorities and data-driven decision-making. This includes delivering regular presentations on performance, key KPIs, and progress on data requests, providing insights that support strategic initiatives and operational improvements.

WHAT WE ARE LOOKING FOR 

Tide is seeking a data-driven Senior Operations Analyst to enhance sales operations and drive efficiency through analytics and process improvements. The ideal candidate will have:

• 2+ years of experience in an operational or data analytics role, working with sales or customer facing teams
• Strong understanding of outbound tele-sales metrics, including pick-up rates, conversion rates, call volume, pipeline management, and retention, to support data-driven decisions
• Excel/Google Sheets proficiency, with ability to refine large raw data sets
• Excellent communication skills in English, capable of explaining complex issues clearly to stakeholders and peers
• Organized and detail-oriented, with the ability to spot irregularities and ensure smooth operations
• Solution-driven mindset, proactively resolving issues and improving processes
• Strong collaboration skills, working effectively across teams, including Member Success, BI, and Operations
• Resilience and determination, tackling challenges head-on to identify and resolve problems
• Background in technology-driven environments, such as fintech, tech companies, or banks is a plus
• Analytical and data visualisation skills, with experience in BI tools like Looker, Tableau, PowerBI, or Qlik Sense being a plus

OUR TECH STACK

• CRM Tools: Kustomer, BabelForce, Iterable
• Data Visualization Tools: Looker, Heap
• Data Warehousing: Snowflake
• Office Suite: Google Suite

WHAT YOU WILL GET IN RETURN 

• 25 days paid annual leave 
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget 
• Additional health & dental insurance
• Mental wellbeing platform 
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Flexible working from home
• Sabbatical Leave

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.
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TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.