Senior Customer Operations Analyst

Job Description

Join the Legal Tech Revolution at Litera

Are you ready to shape the future of how law is practiced? At Litera, we're leading the legal AI revolution. As pioneers at the forefront of legal technology, we're transforming how 2M+ legal professionals work every day at the world's top law firms and corporate legal departments through our cutting-edge, AI-driven portfolio of tools. From intelligent document drafting to predictive analytics, from automated workflows to advanced security governance, we deliver innovative solutions seamlessly within Microsoft 365 and across every device lawyers use. With 30+ years of relentless innovation and the majority of the world's largest law firms as our clients, we're just getting started. If you're passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of something extraordinary—help us continue revolutionizing legal technology and defining what's possible in the legal industry.

**Job Locations: Raleigh/New Jersey/Chicago 

** This is a hybrid role requiring 2–3 days of in-office presence per week

Overview: As a Sr Customer Operations Analyst at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. This senior-level individual contributor role will take ownership of the reporting and dashboarding infrastructure across Salesforce Service Cloud and BI platforms like Power BI or Tableau. The ideal candidate will have deep familiarity with Salesforce data structures and reporting capabilities, and a strong understanding of how data flows across systems such as Forethought, Y Meadows, and Workday. This role will play a key part in shaping operational insights and driving scalable data practices across the organization.

Key Responsibilities:

Reporting & Dashboard Strategy 

• Lead the design, development, and optimization of reports and dashboards in Salesforce Service Cloud and BI tools. 
• Define and implement scalable reporting frameworks across Customer Support and Professional Services. 
• Partner with Business Operations and RevOps to align reporting structures and data governance. 

Data Operations & Integration 

• Ensure data accuracy, consistency, and integrity across platforms including Salesforce, Forethought, Y Meadows, and Workday. 
• Map and document data flows between systems and identify opportunities for improved visibility and automation. 
• Collaborate with Salesforce Admins and Data teams to troubleshoot and resolve data issues. 

Cross-functional Leadership 

• Serve as a strategic partner for reporting needs across Support and Professional Services. 
• Create and manage a scalable intake and prioritization workflow for reporting requests. 
• Translate complex business requirements into technical reporting solutions. 

Insights & Enablement 

• Analyze trends and performance metrics to identify opportunities for operational improvement. 
• Present findings to senior stakeholders in a clear, actionable format. 
• Provide training and documentation for end-users on dashboards and reporting tools. 

Qualifications:

• 5+ years of experience in operations, reporting, or analytics roles within a SaaS or tech environment. 
• Deep familiarity with Salesforce structure, objects, and reporting capabilities, especially Service Cloud. 
• Proven experience in cross-functional collaboration and data integration across platforms. 
• Strong strategic thinking and stakeholder management skills. 
• Ability to work independently and lead reporting initiatives. 
• Experience with BI tools (Power BI, Tableau, etc.). 
• Advanced knowledge of SQL or data querying. 
• Exposure to data governance or data quality frameworks. 
• Experience mentoring junior analysts or leading reporting projects. 

Tools & Technologies 

• Salesforce Service Cloud (Reports & Dashboards) 
• Excel 
• Power BI / Tableau 
• SQL 
• Jira or similar ticketing/intake systems 

Why Join Litera?

• The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
• Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
• Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
• Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
• Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles

California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $75,000 to $100,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).