Operations & CX Optimization Specialist

Mathematica; Cambridge (MA); On-site; USD 70,000 - 85,000; Full time

Job summary

Mathematica in Cambridge, MA is seeking a Business Operations Specialist to coordinate core operational processes and governance workflows across the organization. You will support project review, scheduling, documentation, and KPI reporting to improve efficiency and data quality.

You will work cross‑functionally to drive CX initiatives, develop performance metrics, and translate business requirements into automated workflows using Power Automate and SharePoint. Some travel may be required.

Qualifications

• Bachelor’s degree required; applicable experience considered
• 3–5 years in business operations, project operations, or related field
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, SharePoint)
• Experience with workflow automation tools (e.g., Power Automate)
• Experience with process documentation and supporting workflow development
• Familiarity with data analysis, KPI reporting, and performance measurement processes
• Experience supporting Client Experience (CX) programs, including survey tools and feedback synthesis
• Strong written communication and ability to summarize information clearly for operational use

Responsibilities

• Coordinate and support execution of project review (PR) processes across initiatives, including timelines, materials, and stakeholder participation
• Serve as the primary point of contact for PR‑related coordination and communication; route issues to appropriate stakeholders for resolution
• Monitor operational issues (e.g., support tickets), coordinating resolution and escalating risks as needed
• Maintain governance workflows and support consistency across operational processes
• Develop and deliver CX initiatives, including survey deployment and data management
• Review and analyze CX data and metrics to identify trends and areas for review
• Summarize CX insights and support implementation of process improvements
• Maintain KPI reports and support leadership visibility and decision-making
• Develop schedules across initiatives and resources
• Identify scheduling conflicts and bottlenecks and coordinate resolution
• Suggest improvements to scheduling practices for efficiency
• Document key decisions and risks with clarity
• Maintain SOPs and documentation; support accessibility across teams
• Identify gaps in processes and support improvements
• Support automation and system configurations using tools like Power Automate and SharePoint
• Translate business requirements into workflows and improve data accuracy
• Collaborate with stakeholders and communicate updates and timelines

Skills

MS Office skills

CX programs

Communication

Project coordination

Data analysis

Documentation

Cross-functional collaboration

Summarizing information

Education

Bachelor’s degree (BA/BS)

Tools

Power Automate

SharePoint

Excel

PowerPoint

Job description

Mathematica in Cambridge, MA is seeking a Business Operations Specialist to coordinate core operational processes and governance workflows across the organization. You will support project review, scheduling, documentation, and KPI reporting to improve efficiency and data quality.

You will work cross‑functionally to drive CX initiatives, develop performance metrics, and translate business requirements into automated workflows using Power Automate and SharePoint. Some travel may be required.