Senior Success Operations Analyst

Passport; Mexico; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Passport is seeking a Senior Success Operations Analyst for an 18-month contract to optimize the day-to-day operations of the Customer Success organization. You will own recurring cadences, ensure reporting accuracy, and drive continuous improvement across teams to support action-oriented decisions.

You will work cross-functionally with CS, Sales, Product, Data, and BI teams, identifying risks and opportunities, and leading initiatives on automation and dashboards to improve efficiency and

Qualifications

• Strong analytical skills with experience in reporting and metrics.
• Experience owning recurring operational processes and cadences.
• Ability to turn complex data into clear insights and actions.

Responsibilities

• Own recurring Customer Success operating cadences, ensuring priorities, risks, and follow-ups stay on track.
• Monitor brand performance and operational health, identifying trends, risks, opportunities, and blockers.
• Analyze performance data to derive root causes and actionable insights for CS, Sales, and leadership.
• Maintain end-to-end reporting frameworks and dashboards with QA and data hygiene.
• Produce recurring business reporting including revenue, churn, and portfolio reviews.

Skills

Analytical skills

Cross-functional collaboration

Operations ownership

Dashboard/reporting

Problem solving

Tools

Salesforce

Tableau

BI platforms

Job description

Senior Success Operations Analyst - 18-Month Contract

About The Role

We’re looking for a Senior Success Operations Analyst to join our Brand Success organization on an 18-month contract.

In this role, you’ll help keep the day-to-day operations of our Customer Success organization running smoothly, with a particular focus on operational processes, reporting and analytics, program management, and continuous improvement. You’ll own recurring operating cadences, maintain the integrity and accuracy of key reporting, identify risks and opportunities within the business, and help ensure teams have the information and follow-up they need to take action.

This is a highly cross-functional role for someone who is comfortable working through ambiguity, bringing structure to complex operational problems, and taking ownership without requiring heavy oversight.

What You’ll Do

• Own and manage recurring Customer Success operating cadences, ensuring priorities, risks, and follow-ups stay on track.
• Monitor brand performance and operational health, identifying trends, risks, opportunities, and potential blockers that require attention.
• Analyze performance data to identify root causes and turn findings into clear, actionable insights for Customer Success, Sales, and leadership.
• Maintain trackers, dashboards, and reporting frameworks end-to-end, including regular updates, quality assurance, data hygiene, and stakeholder follow-up.
• Produce recurring business reporting and analysis, including success reporting, revenue and growth analysis, churn reporting, portfolio reviews, and quarterly performance reporting.
• Support onboarding and implementation workflows by tracking progress, identifying stalled or at‑risk brands, and coordinating follow-up with the appropriate teams.
• Lead or support strategic projects focused on automation, dashboards, reporting enhancements, enablement, and operational tooling.
• Identify opportunities to improve manual workflows through better processes, documentation, automation, and reporting.
• Maintain core operational processes and documentation, including audits, issue tracking, post-sales opportunity tracking, and other recurring operational workflows.
• Partner cross-functionally with teams including Customer Success, Sales, Product, Data, Operations, Business Intelligence, Revenue Operations, Implementation, and AI Deployment to close gaps and keep work moving.

You Have Many of the Following

• Experience working in Customer Success Operations, Customer Success, Business Operations, Revenue Operations, or a similar operational role.
• Strong analytical skills and comfort working with reporting, business metrics, and operational data.
• Experience owning recurring operational processes, workflows, trackers, or reporting cadences from end to end.
• The ability to turn complex or messy data into clear insights, recommendations, and next steps.
• Experience building, maintaining, or working closely with dashboards and reporting tools.
• A track record of identifying process gaps and improving workflows through automation, documentation, better reporting, or stronger quality assurance.
• Strong cross‑functional collaboration skills and experience coordinating work across multiple teams and stakeholders.
• A high degree of ownership and the ability to keep work moving without significant day‑to‑day oversight.
• Strong attention to detail, particularly when working with reporting, data quality, and business‑critical processes.
• Comfort balancing competing priorities, deadlines, and stakeholder needs in a fast‑moving environment.
• Experience with tools such as Salesforce, spreadsheet, and BI platforms (e.g. Tableau). AI fluency is a plus.

This role is primarily internally focused and does not require direct client-facing responsibilities.