Operations Analyst

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As an Operations Analyst you will support the Platform Operations team with process improvement, incident lifecycle management, and operational data analysis. This role is ideal for someone with solid foundational experience in operations or analytics who is ready to take ownership of workflows, optimize processes, and collaborate closely with engineering teams to reduce friction and improve efficiency.

You will act as the connective tissue across our platform environment, tracking incidents, spotting patterns in operational data, and proposing process improvements. You’ll be trusted to work independently and bring structure, insight, and follow-through to recurring operations challenges.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

Incident and Alert Workflow Management

• Organize and track the progress of operational projects, ensuring alignment and accountability across teams.Track and document the full lifecycle of incidents and alerts using tools like Jira and Incident.io.
• Ensure accurate logging of actions, timelines, and follow-ups.
• Maintain and improve incident response playbooks and workflows in partnership with engineering and platform leads.
• Identify and flag recurring incident types or bottlenecks for deeper analysis.
• Act as a subject matter resource for process improvement initiatives across Platform Operations; contribute to the design of scalable workflows and internal tooling improvements

Operational Reporting and Data Analysis

• Build and maintain operational dashboards in Google Sheets or BI tools to visualize incident metrics (e.g., MTTX, volume, response times).
• Analyze trends in incident and platform data to surface actionable insights.
• Recommend improvements to reduce incidents, improve resolution time, or streamline response.
• Move beyond reporting to provide actionable insights that influence operational decision-making and drive continuous improvement.

Process and Workflow Optimization

• Review existing operational workflows and identify areas for improvement, automation, or simplification.
• Contribute to the documentation of SOPs, processes, and team responsibilities.
• Support internal tooling and process rollouts (e.g., onboarding new tracking templates, optimizing ticket queues).

Cross-functional Collaboration

• Work with platform engineers, support teams, and operations leads to ensure seamless coordination of incident-related follow-ups and action items.
• Participate in retrospectives and reviews, contributing a data and process focused lens.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• Self-motivated and capable of working independently within a defined framework.

YOU HAVE…

• 3+ years of professional experience in operations, support, analytics, or process improvement roles, ideally in a technical, platform, or systems environment.
• Strong skills in data analysis using Google Sheets, Excel, BI Tools with experience turning data into insights and insights into action.
• Ability to create and maintain dashboards and automate workflows.
• Experience with Incident.io or similar incident management tooling. 
• Strong organizational skills and project management experience, especially in coordinating cross-functional teams and initiatives, and documenting workflows. 
• Proven ability to analyze operational trends and implement measurable process improvements
• Proven ability to own projects end-to-end, influence cross-functional teams, and deliver results with minimal supervision.
• Proficiency with project management software Jira and Google Suite (i.e. Google Drive, Google Sheets and Google Docs) for task management and data handling.
• Excellent communication skills, both written and verbal.
• Detail-oriented and proactive problem-solving skills.
• Strong attention to detail
• Ability to work collaboratively within a team and adapt to changing project requirements.

NICE TO HAVE…

• Knowledge of Sigma or similar data analysis tools for financial and operational reporting.
• Familiarity with SRE or platform engineering environments
• Direct experience supporting operational functions or incident management processes in a tech environment preferred.

• Private Health Insurance
• Work From Home
• Training & Development
• Paid Time Off