Job Description

Customer Experience Analyst

Job Type: Contract

Location: San Ramon, CA

Work Arrangement: Onsite

Experience: 7+ Years

Job Overview

We are seeking an experienced Customer Experience Analyst with strong expertise in customer service technology and a proven background in the retail industry .

This role requires a strong techno-functional professional who can understand business needs, translate requirements into technical solutions, coordinate development and testing, and support production environments.

Key Responsibilities

• Lead onshore development and enhancement activities for customer service platform .
• Partner with business stakeholders to gather requirements, clarify priorities, and translate business needs into technical deliverables.
• Own and coordinate solution design, development, testing, release readiness, and post-production stabilization .
• Collaborate closely with offshore development teams on build activities, defect resolution, deployment, and production support.
• Lead issue triage, root-cause analysis, and production incident resolution .
• Support integrations between Gladly and surrounding customer service platforms, applications, and internal systems.
• Document business rules, workflows, configurations, integrations, and technical changes.
• Monitor platform performance and identify opportunities for optimization and continuous improvement.
• Act as the primary onshore liaison between business users and technology teams .
• Support workflow automation, AI-enabled customer service capabilities, and process optimization initiatives.
• Coordinate with multiple business and technology functions to ensure successful delivery of customer experience solutions.

Required Qualifications

• 7+ years of experience in customer service technology, technical delivery, implementation, business analysis, or a related field.
• Strong development, configuration, implementation, or enhancement experience with customer service platforms.
• Mandatory experience with customer service technology in the retail industry.
• Proven ability to operate in a techno-functional role , bridging business requirements and technical solutions.
• Experience gathering and analyzing requirements and translating them into actionable technical deliverables.
• Experience leading solution delivery, testing, release management, and production support.
• Strong experience with stakeholder management and cross-functional collaboration .
• Experience working with onshore/offshore or distributed technology teams .
• Excellent communication, problem-solving, analytical, and organizational skills.
• Ability to prioritize effectively in a fast-paced, high-visibility environment.
• Exposure to workflow automation, AI-enabled customer service, or process optimization .

Preferred Qualifications

• Experience with Gladly customer service technology.
• Experience with comparable customer service platforms such as Zendesk or similar solutions may be considered if accompanied by strong retail customer service technology experience.
• Experience supporting integrations with CRM, order management, customer engagement, or other enterprise systems.
• Knowledge of customer experience processes and retail service operations.

What You'll Do in This Role

You will play a critical role in improving the technology that powers customer service operations. You will work closely with business teams to understand customer and operational needs, coordinate technical delivery, support platform enhancements, and ensure stable production releases.

The successful candidate will be comfortable working across both business and technology teams , taking ownership of delivery while collaborating with distributed teams to achieve business objectives.

How to Apply

If you have strong experience with customer service technology, and retail , and are looking for an onsite opportunity in San Ramon, CA , we encourage you to apply.

Job Tags

Contract work

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