Job at a glance
Business Operations & Planning Analyst – Semi Sr. Are you data-driven and passionate about operational excellence? Do you love turning complex data into actionable insights that drive product improvements and operational efficiency? If you thrive in fast-paced environments where your analytics directly impact business outcomes, we'd like to talk to you. In the Agent Experience (AX) space at Thomson Reuters, we're deploying AI-powered tools that transform how customer service teams work.
Our Agentforce platform is helping agents resolve customer issues faster and more accurately. As our Business Operations & Planning Analyst, you'll be the data champion who ensures we understand what's working, what isn't, and where we should go next. You'll analyze adoption patterns, performance metrics, and user feedback—then translate those insights into clear recommendations that shape our product roadmap and operational strategy.
This is a high-visibility role where you'll partner directly with product, engineering, and operations leadership to measure and drive the success of our AI investments. About the Role: In this opportunity as a Business Operations & Planning Analyst, you will: Analyze Adoption, Usage, and Performance Data: Monitor and analyze adoption trends across our AI-assisted products, including feature usage, user engagement, and stickiness metrics.
Identify patterns in which teams are adopting tools quickly vs. slowly, and surface root causes (training gaps, workflow friction, lack of awareness). Develop Operational Dashboards & Reporting Solutions: Build and maintain dashboards using Salesforce reporting, Tableau, Power BI, or similar tools that track key performance indicators (adoption rates, feature usage, latency, system health, user feedback).
Create executive-ready monthly reports and presentations that summarize progress against goals and highlight opportunities for improvement. Investigate Issues & Identify Trends: Dive deep into reported problems using Salesforce session traces, quality scores, and other diagnostic data. Identify recurring issues, performance degradation, or adoption blockers. Synthesize findings into clear problem statements and recommendations for product and technical teams.
Partner with Cross-Functional Stakeholders: Work closely with product, engineering, operations, and customer success teams to understand their reporting needs, translate requirements into data models, and deliver insights that inform decision-making. Act as a liaison between business users and technical teams to ensure data integrity and metric consistency across reporting systems. Support Data Modeling & Data Discovery: Collaborate with engineering and data teams on data architecture decisions, including mapping Salesforce data models for analytics, identifying which data should be brought into enterprise data platforms (Snowflake), and defining required joins and relationships.
Stay current with new Salesforce features and assess their analytics implications. Translate Data Into Actionable Recommendations: Go beyond reporting to provide strategic insights. Identify improvement opportunities (new use cases, feature enhancements, process optimizations) based on data trends. Present findings and recommendations to leadership with supporting analysis and potential business impact.
About You: You're a fit for the role of Business Operations & Planning Analyst if you have the following required qualifications: 3+ years of experience in data analysis, business operations, or analytics roles. Experience in SaaS, software products, or contact center/customer service environments is preferred. Strong proficiency with at least one data visualization or business intelligence tool (Tableau, Power BI, CRM Analytics (CRMA), Looker, or similar).
Ability to build dashboards that are intuitive, accurate, and actionable. Experience with Salesforce or similar CRM platforms, inc