Operations & Analytics Assistant to the Head of Customer Success

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: TYPE OF WORK

Full Time

: SALARY

TBD

: HOURS PER WEEK

40

: DATE UPDATED

Feb 12, 2026

JOB OVERVIEW

Operations & Analytics Assistant to the Head of Customer Success
Reporting To: Head of Customer Success
Role Level: Individual Contributor
Type: Full-Time, Remote
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Why This Role Exists:
This role extends leadership capacity by taking responsibility for detailed execution and analytics, enabling Customer Success to operate at a higher strategic level, drive measurable value for clients, strengthen the department’s long-term infrastructure, and elevate CSMs into more consultative operators.
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About This Role
This role is for someone who thrives on building, improving, and strengthening systems that create measurable impact.

The right candidate takes satisfaction in making a meaningful difference in how clients operate — improving clarity, reducing friction, and driving stronger business outcomes. At the same time, they are motivated by contributing to the growth, structure, and operational maturity of the Customer Success department.

If you are energized by turning complexity into structure, improving workflows, and seeing the tangible impact of your work across both client businesses and internal operations, this role will be deeply rewarding.
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Role Summary:
This is a hands-on, execution-driven role.

In addition to strategic analysis and client advisory work, this role is responsible for direct execution across the WISK platform and supporting tools. This includes database clean-ups, Excel-based analysis and reporting, operational follow-ups, written client communication, and participating in virtual client meetings (Google Meet or phone calls) when required.

The right candidate is comfortable moving between high-level problem solving and detailed task execution, and understands that reliable outcomes require both.

This role operates within a structured, evolving Customer Success framework. You will be helping refine and scale systems that are intentionally being built.

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The Mission:
You will serve as the dedicated execution and analytics partner to the Head of Customer Success.

Your mission is to transform raw restaurant data within WISK into trustworthy, actionable strategy — and then plan and help the CSM and/or client execute that strategy successfully. This includes doing the work directly when needed and enabling others to execute correctly when appropriate.

You will identify operational risk signals early, structure recovery plans when needed, and surface measurable wins that reinforce platform value and motivate improved client behavior.

You will be helping build a consultancy within a software company and establishing the operational standard for how Customer Success functions at scale — strengthening execution discipline, data trust, and operational clarity across accounts.
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Role Ownership & Scope

You are accountable for:
- Oversight and validation of data integrity and reporting reliability across managed accounts
- Translating platform data into clear, prioritized operational next steps
- Identifying operational risk signals and partnering with the Head of Customer Success on structured recovery plans
- Driving execution of defined action plans across clients and internal teams
- Building repeatable systems that improve consistency and visibility across accounts

You take on work delegated by the Head of Customer Success that strengthens execution and operational discipline, enabling strategic focus at the leadership level.

Core Responsibilities
- Strategic Analysis & Advisory Support
- Analyze data within WISK to identify operational issues, risks, and opportunities
- Evaluate COGS trends, inventory behavior, variance patterns, recipe accuracy, and workflow consistency
- Surface early measurable wins that motivate improved client behavior
- Validate reporting integrity before insights are shared or decisions are made
- Support development of corrective action plans when risk signals appear
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System Cleanup & Technical Execution
- Proactively identify and flag data integrity issues, workflow breakdowns, and reporting inconsistencies
- Investigate discrepancies and determine root cause across configuration, process gaps, integration behavior, or user behavior
- Execute agreed-upon corrective actions within the platform, including structural cleanup, mapping adjustments, recipe audits, and configuration improvements
- Ensure corrective work is completed fully and accurately
- Execution Management & Follow-Through
- Own execution of next steps defined during client meetings and internal discussions
- Drive follow-through across clients, support, internal teams, and the Head of Customer Success
- Draft and send structured follow-ups outlining findings, required actions, and timelines
- Coordinate escalations when needed and monitor progress through resolution
- Maintain visibility into pending, in-progress, and completed actions
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Tools, Reporting & Operational Infrastructure
- Build and maintain structured templates, trackers, and operational tools to improve visibility, accountability, and execution across accounts and internal initiatives
- Convert raw platform exports into clear, decision-ready outputs by building advanced Excel / Google Sheets models
- Use structured analysis to surface actionable insights related to COGS, variance behavior, inventory usage patterns, workflow consistency, adoption trends, and expansion opportunities

Training & Knowledge Enablement
- Train clients on proper workflows, data expectations, and reporting interpretation
- Train internal tea ---------- mbers on platform standards and structured problem-solving
- Document recurring issues and best practices to ensure knowledge scales
- Cross-Functional Collaboration & Structured Feedback
- Support the Head of Customer Success in organizing and synthesizing client feedback, recurring platform patterns, and operational observations
- Translate recurring client issues and team insights into structured summaries that inform internal discussions
Document recurring friction points or system limitations observed across accounts to support informed feature requests and platform improvements
- Build and maintain internal templates and trackers that improve cross-functional clarity and execution

Impact This Role Drives
- Increased trust in reporting accuracy and inventory usage across managed accounts
- Earlier identification of operational risk signals and structured recovery plans
- Clear demonstration of measurable wins within the first 30–60 days of engagement
- Improved client adoption driven by visible, actionable insights
- Stronger internal visibility into account health, expansion opportunities, and recurring operational patterns
- Reduced execution friction, enabling the Head of Customer Success to focus on strategic growth initiatives

Required Skills & Experience
- Significant restaurant or bar operations experience (GM, Beverage Director, Operations Manager, or Regional Ops)
- Deep understanding of restaurant cost control, inventory workflows, and operational realities
- Advanced proficiency in Excel / Google Sheets, including complex formulas, pivot tables, and structured data modeling
- Ability to independently build analysis frameworks from raw exports
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Experience with inventory and POS systems

- Strong verbal and written communication skills and ability to confidently participate in virtual client conversations
- Demonstrated experience communicating professionally with clients, including explaining operational findings, guiding corrective actions, participating in structured virtual meetings, and navigating sensitive conversations with clarity, empathy, and composure.
- Demonstrated ability to use AI tools to improve productivity and structured output
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Nice to Have
Experience with Restaurant and Bar Tech Platforms. Eg. MarketMan, Craftable, Restaurant365, Margin Edge
Experience supporting multi-venue hospitality groups

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How to Apply:
Send your resume and a brief Loom video outlining your relevant support experience to ---------- with the subject line: Operations & Analytics Assistant to the Head of Customer Success (Application)

Shortlisted candidates will be contacted for the next steps.

SKILL REQUIREMENT

Project Management Operation Management Client Relationship Management

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Operations & Analytics Assistant to the Head of Customer Success

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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