Optimizely is seeking a Sales Operations Analyst, Conversation Intelligence to join our GTM Operations team. Every day, Optimizely generates thousands of recorded customer conversations - discovery and negotiation calls, onboarding and implementation sessions, QBRs and renewal discussions, support interactions, and AI-agent exchanges. Individually they are anecdotes. Systematically captured, tagged and routed, they are the most honest signal we have about why we win, why we lose, why customers churn, and what the market actually wants from us. This role exists to build that system. You will own how conversation data is captured, structured and turned into decisions across the revenue organization - starting with seller performance and deal health, and extending across the full customer lifecycle. This is a build role, not a reporting role. You will be the connective tissue between Sales, Customer Success, Onboarding & Services, Enablement, Marketing, Product and our Operations, Technology, Data & Analytics team.
Job Responsibilities What You'll Own
1. The conversation data foundation CI Strategy & Roadmap: Execute Zoom Revenue Accelerator (ZRA) strategy across Sales, CS, and Onboarding. Signal Taxonomy & Routing: Build a cross-functional signal taxonomy and routing logic to direct insights to owners. Data Quality & Capture Strategy: Track recording coverage, establish quality thresholds, and manage tooling capture strategies.
2. Sales execution and performance Workflow Transformation & Auditing: Integrate transcript insights into key deal milestones and use Salesforce data to audit deal stages and forecast accuracy. Methodology Adherence & Performance: Build scorecards to measure sales methodology on live calls and surface coaching insights. Productivity & Win/Loss Program: Scale top-performing rep behaviors and run a win/loss program to identify cycle friction.
3. Retention, onboarding and expansion CS & Onboarding Workflows: Operationalize CI across adoption, onboarding, risk identification, and renewals. Risk & Health Signals: Define early risk indicators to feed health scores and alert CSMs early. Expansion Detection: Surface cross-sell opportunities for Optimizely One and route qualified signals to CSMs/sellers.
4. Cross-functional intelligence Competitive & Pricing Insights: Provide evidence on competitors, objections, and discount triggers to PMM, Deal Desk, and Finance. Product & Messaging Feedback: Extract feature requests for Product and deliver ICP/messaging evidence to Marketing. Enablement & Risk Flagging: Measure post-enablement behavior, flag off-script commitment risks, and create process docs.
5. Platform and AI operations Platform & Prompt Management: Build, test, and maintain AI prompt frameworks (e.g., ZRA, LLMs) and optimize the CI tech stack. Product Fluency: Maintain functional knowledge of our Opal platform and apply internal AI capabilities to GTM ops.
Process-First Mindset: Strong project management background to build scalable AI workflows in a fast-paced environment. Outcome-Oriented: Prioritize work aligning with company objectives and business outcomes. Cross-Functional Influence: Operate comfortably across boundaries to align non-direct-report teams. Accountability & Problem-Solving: Blameless mindset focused on transparency and preventative solutions. Self-Driven Innovation: Continuously experiment, research, and self-teach emerging AI/CI tools. Curious & Transparent: Curious about GTM AI tech, maintaining clear communication and healthy work/life balance.
Knowledge and Experience
- 2+ years of experience in Sales Operations, Revenue Operations, or GTM Process Strategy, ideally at a SaaS company
- Conversation intelligence and AI tool fluency: hands-on experience with conversation intelligence platforms (e.g. Zoom Revenue Accelerator, Gong, Clari, Chorus) and modern GTM AI tools, including large language models and prompt engineering
- Analytical acumen: comfortable turning qualitative conversational data and AI outputs into clear, actionable metrics for leadership
- Taxonomy and data structuring instinct: able to impose consistent structure on unstructured, messy conversational data
- Cross-functional delivery: experience running programs that span Sales, CS and other functions
- Experience with Salesforce or a comparable enterprise CRM, Bachelor's degree or related educational degree or certificates From AI-powered content creation to world-class CMS and the industry's most trusted experimentation platform, Optimizely is the tool modern marketers actually want to use. AI-Ready. Set. Go.
10,000+ brands including H&M, PayPal, and Zoom already get it. So do Gartner, Forrester, and IDC, who consistently recognize us as leaders in MarTech. But here's the thing about building great products: it takes great people. Our 1,600+ Optimizers across 12 global offices are curious, collaborative, and refreshingly human. We don't do corporate speak. We do real conversations, big ideas, and genuinely care for the work we make together. If you want to be part of a team that's shaping the future of marketing technology - and actually enjoys doing it - you're in the right place. Find us on Instagram: @optimizely
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Sales Operations Junior Analyst in Whitehall employer: Optimizely
At Optimizely, we pride ourselves on fostering a vibrant and inclusive work culture where innovation thrives. As a Director of Security Engineering, you'll be part of a dynamic team that values collaboration and real conversations, empowering you to drive meaningful change in the marketing technology landscape. With ample opportunities for professional growth and a commitment to leveraging cutting-edge AI technologies, you'll find a rewarding environment that not only challenges you but also supports your career aspirations.
