CX Operations Analyst in San Jose, California at Flexcar

Position: CX Operations Analyst
Location: On Site El Monte, San Jose or Richmond CA
Position Type: Full-time - Exempt
Reports To: Director, Infrastructure & Planning
Salary: $85,000- $118,000 + 15% Bonus and full benefits day oneWho We Are:Flexcar is completely reimagining car ownership. We offer the world's first month-to-month car lease, with insurance and maintenance included. By combining operational expertise with technology, data, and AI, we are transforming every aspect of the customer journey and providing a smarter, more flexible alternative to traditional ownership.
We're scaling fast - and we're building the operating systems, products, and insights to scale with us.About the Role:The CX Operations Analyst sits at the intersection of Customer Experience, Product, Engineering, Operations, and Finance. This role turns customer interactions and operational data into clear insights, product requirements, and process improvements that reduce customer effort, improve retention, and help Flexcar scale efficiently.
You will own recurring CX and operational reporting, investigate the root causes behind customer contacts and service failures, and build analyses that show where product, policy, workflow, or tooling changes will have the greatest impact. You will also maintain visibility into customer-facing bugs and experience gaps, partner with Product and Engineering through validation and launch, and measure whether solutions produced the intended result.
This is not a reporting-only role. The strongest person in this position is curious, technically capable, and comfortable moving from a SQL query or dashboard to a customer journey, a product working session, and an executive recommendation. You are expected to make the data usable, tell the story behind it, and help the business act.What You'll Own:CX, Product, and Customer-Journey Analytics

• Analyze customer contacts, behaviors, and outcomes across the full journey - including prospecting, approval, pickup, active membership, service, return, cancellation, and reactivation.
• Maintain contact-driver and contact-rate reporting, identify the root causes behind remaining demand, and recommend product, policy, self-service, AI, or operational changes that reduce avoidable contacts.
• Evaluate customer churn, retention, and loyalty impacts associated with pricing changes, service changes, product launches, and other strategic initiatives.
• Synthesize Care CSAT, pickup and return surveys, NPS, customer conversations, and operational events into clear themes and compelling business cases for leadership, Product, and Operations.
• Analyze the incremental value generated through Care activities, including new and returning customers, collections effectiveness, recovery efforts, and revenue-related customer interventions.

Reporting, Data Products, and Governance

• Build and maintain dashboards and analytical products that make customer and operational performance accessible to leaders across Flexcar.
• Identify trends and translate them into recommendations for Care and operational leaders.
• Develop and improve core reporting such as Customer Funnel, True Customer Contact, Contact Rate and Root-Cause Analysis, Post-Pickup Experience, service and roadside event analysis, and Finance WBR automation.
• Maintain a clear glossary of CX data sources, metric definitions, business logic, and known limitations so teams interpret results consistently.
• Partner with Data Engineering to validate Redshift and source-system data, resolve discrepancies, and ensure reporting remains accurate as platforms and workflows change.

Product and Engineering Partnership

• Maintain a centralized customer-facing issue and bug board covering billing, app, account, migration, and workflow failures; quantify customer impact, identify patterns, and drive issues to the right Product or Engineering owner.
• Translate customer and operational findings into clear problem statements, business requirements, acceptance criteria, and measurement plans for product and process improvements.
• Support product discovery and prioritization by sizing the affected population, contact volume, customer effort, retention risk, revenue impact, and operational cost of identified problems.
• Partner with Product, Engineering, Design, and frontline teams to test workflows, validate data, support releases, and determine whether changes solved the intended customer problem.
• Represent the operational and customer perspective in working sessions while remaining grounded in evidence rather than individual anecdotes.

Care Technology, AI, and Workflow Optimization

• Support integrations and workflow design across Care's third-party tools, CRM, telephony, workforce-management, analytics, and AI platforms to improve efficiency, accuracy, and customer continuity.
• Monitor the launch and ongoing performance of AI-assisted workflows and tools, including containment, accuracy, handoffs, resolution outcomes, customer sentiment, and operational adoption.
• Identify redundant tools, manual workarounds, fragmented data, and workflow gaps; analyze their value and partner with business and technical owners on simplification.
• Identify where agents or operations teams cannot efficiently resolve a customer need because of missing data, permissions, product capability, unclear process, or system design.
• Support customer segmentation and tagging initiatives that improve reporting, routing, personalization, and measurement across the customer journey.

Operational CX and Process Improvement

• Connect site-level customer feedback and operational performance to Care contacts so Flexcar can identify where local execution creates downstream customer effort.
• Monitor customer-facing operational measures such as post-pickup experience, damage reporting, pre-pickup checklist exceptions, roadside and maintenance contacts, and other SOP-compliance signals.
• Conduct targeted deep dives into outlier experiences, recurring failures, and high-cost contact patterns; establish the root cause, recommended action, owner, and success measure.
• Create leadership-ready readouts that distinguish individual execution issues from unclear policy, broken process, product limitations, and systemic operating constraints.
• Track recommendations through implementation and post-launch measurement so insights consistently result in action and measurable improvement.

What We're Looking For:Experience

• 3+ years of experience in business analysis, product analytics, CX analytics, operations analytics, product operations, or a similarly cross-functional analytical role.
• Experience using customer, product, and operational data to identify root causes, influence priorities, and improve processes or customer journeys.
• Demonstrated ability to write and run complex, large-scale SQL queries and analyze high-volume datasets, translating findings into actionable insights that improve processes, productivity, and operational performance.
• Experience developing dashboards, maintaining recurring performance reporting, and validating data across multiple source systems.
• Experience partnering with Product and Engineering teams through discovery, requirements definition, testing, launch, and post-launch measurement.
• Experience in a contact center, subscription business, marketplace, mobility, logistics, or multi-site operation is preferred.

Skills

• Strong SQL, spreadsheet, dashboarding, and data-visualization skills; experience with Sigma, Tableau, Looker, Power BI, or a comparable business-intelligence platform.
• Ability to connect quantitative analysis with qualitative customer feedback and explain both in clear business language.
• Strong problem framing and requirements-writing skills, including the ability to define the affected customer, root cause, business impact, desired outcome, and measurement plan.
• Excellent written and verbal communication; able to create concise executive readouts and facilitate detailed working sessions with technical and operational partners.
• Strong organization and follow-through; able to manage recurring reporting, investigations, and cross-functional projects without losing ownership or deadlines.
• Familiarity with contact-center, CRM, WFM, product analytics, or customer-support platforms such as Five9, Kustomer, Assembled, and similar tools is helpful.

Traits

• Curious and investigative - you keep asking why until the underlying customer or operating problem is clear.
• Product-minded - you do not stop at reporting a trend; you define what should change and how success should be measured.
• Comfortable with ambiguity - you can create structure when data, ownership, or processes are still evolving.
• Direct and collaborative - you surface problems early, bring evidence, and work constructively with the teams responsible for solving them.
• High ownership - you treat data accuracy, business clarity, and closing the loop on recommendations as your responsibility.

What Success Looks Like in Year One:

• Leadership has a trusted, consistent view of customer contacts, contact drivers, operational CX, retention signals, and the cost and value of Care activity.
• Core dashboards - including Contact Rate and Root-Cause Analysis, Customer Funnel, True Customer Contact, Post-Pickup Experience, and event-based service analysis - are accurate, documented, and actively used in decision-making.
• The customer-facing issue and bug board provides clear visibility into affected customers, severity, business impact, ownership, and resolution progress.
• Product and Engineering partners receive well-supported problem statements and requirements, and major releases include defined CX success measures and post-launch evaluation.
• Recurring customer pain points are converted into measurable product, AI, policy, workflow, or operational improvements rather than repeatedly appearing in reporting.
• Data definitions and sources are documented, critical reporting is validated, and teams spend less time debating the numbers and more time acting on them.
• Flexcar can clearly demonstrate where customer-experience improvements reduced effort, protected retention, improved revenue, or lowered operating cost.

What Tops the Tank:

• Rest & Relaxation: Flexible PTO policy.
• Future Savings: 401(k) plan with company match from day one.
• Benefits: Excellent, low-cost medical, dental, and vision coverage from day one.
• Drive a Flexcar: Discounted employee pricing and no annual membership fee.
• Weekly pay and other employee perks.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.