Sr. Strategy & Operations Analyst (VOC)

The Senior Strategy & Operations Analyst (VOC) at Kaseya plays a pivotal role in shaping the company's approach to customer feedback and experience. This position is integral to the Customer Experience & Voice of the Customer team, focusing on analyzing and interpreting customer insights to drive strategic decisions. Kaseya, a leading provider of IT infrastructure and security management solutions, serves a diverse clientele across over 20 countries, managing more than 15 million endpoints worldwide.

In this role, the analyst is responsible for leading Voice of the Customer (VoC) analytics and strategic initiatives. This includes synthesizing feedback from surveys, customer interactions, and operational data to inform leadership decisions. The analyst develops and maintains customer experience KPI frameworks, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), and connects them to business outcomes. Additionally, the role involves building executive-ready presentations that translate customer feedback into clear themes and prioritized actions for senior leadership.

The ideal candidate possesses 5+ years of experience in strategy, analytics, operations, or a related field. Strong executive communication and storytelling skills are essential, with the ability to simplify complex customer data into clear insights. Proficiency with business intelligence tools like Power BI, as well as strong Excel and PowerPoint skills, is required. Experience in SaaS or subscription-based business models is preferred, along with the ability to work autonomously and manage multiple workstreams in a fast-paced environment.

Kaseya offers a competitive compensation package, including medical, dental, vision, life, and disability insurance, 401(k) plans, holidays, and generous paid time off. The company fosters a culture of innovation and growth, providing employees with opportunities to make a significant impact in the rapidly evolving IT management industry.