Customer Experience Operations Analyst (Xico)

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that’s where you come in:

What you will do

• Parchment Operational Lead: Lead post‑sale operational alignment for Parchment, ensuring accurate data flows between Salesforce and Gainsight and providing Customer Experience teams with the tooling necessary to achieve integration milestones.
• Scrappy Problem Solving: Act as first responder for CX operational blockers. This includes manual data cleanup for renewal forecasting or quick Salesforce workflow fixes—whatever it takes to get results quickly.
• Process Design & Implementation: Translate business requirements from Parchment and specialized BU leaders into scalable, friction‑reducing workflows. Design, test, and ship improvements to the customer journey for both internal teams and customers.
• Data Integrity & Reporting: Maintain the source of truth for your assigned business units. Build and manage Salesforce and Tableau reports to track renewal risk, adoption, and bookings.
• Cross‑Functional Coordination: Serve as the connector between CX, Sales Ops, and Enterprise Systems (IT). Proactively identify and raise blockers, propose actionable solutions, and drive initiatives to completion with minimal oversight.
• Stakeholder Enablement: Develop quick‑reference guides and lead training sessions for frontline managers to promote adoption of new operational processes globally.

What You Will Know/have

• 3–5 years of experience in Sales Operations, Customer Success Operations, or similar GTM operational roles; ready to own a business unit or functional territory.
• Deep familiarity with Salesforce objects, reporting, and dashboarding; understanding of data architecture impacting the post‑sale customer journey.
• Demonstrated execution bias; thrives in ambiguity and solves problems proactively without waiting for detailed step‑by‑step instructions.
• Analytical mindset; skilled with large datasets, proficient in Excel or Google Sheets.
• Strong communication skills; able to translate technical and business requirements across diverse stakeholder groups, including senior leadership.
• It would be a bonus if you also had: Experience with Gainsight or similar Customer Success platforms; background in EdTech, especially working with Parchment, Canvas, or other education technology solutions; project management experience using Smartsheet, Asana, or similar workflow tracking tools.

Benefits

• Competitive compensation, plus all full‑time employees participate in our ownership program.
• Versatile work culture with remote, hybrid, and in‑office collaboration spaces varying by role, team, and location.
• Generous time off, including local holidays and our annual "Dim the Lights" period in late December, when teams are encouraged to step back and recharge based on departmental needs.
• Comprehensive wellness programs and mental health support.
• Annual learning and development stipends to support your growth.
• The technology and tools you need to do your best work.
• Motivosity employee recognition program.
• Culture rooted in inclusivity, support, and meaningful connection.

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti‑discrimination laws in every country where we operate.