Job Opportunity at Acquia: Business Operations Analyst (Remote, India)
Are you looking for a dynamic role that blends operations, strategy, and customer success? Acquia, a leader in digital customer experience platforms, is seeking a Business Operations Analyst to join their Customer Success Organization. If you’re passionate about improving business processes, optimizing resource management, and driving continuous improvement, this role could be the perfect fit for you!
About Acquia:
Acquia empowers top global brands to create meaningful digital customer experiences through its Acquia Digital Experience Platform (DXP), built on open-source Drupal technology. The platform allows businesses to engage customers, boost conversions, and stay competitive in the digital landscape. Acquia is headquartered in the U.S. and is recognized globally as a leader in software, having earned certifications like Great Place to Work-Certified™ in India. Join a company that's at the forefront of innovation and shaping the future of digital customer experiences.
Position Overview:
As a Business Operations Analyst within the Customer Success Business Operations team, your role will be pivotal in supporting the success of Acquia’s Expert Services division. You'll manage resource allocation, provide key insights to leadership, and ensure the organization meets its business and customer satisfaction goals. This position allows you to have a direct impact on Acquia’s operational efficiency and profitability while working closely with global teams.
Key Responsibilities:
1. Global Resource Management:
Your primary task will be to manage Acquia’s global resource management program, ensuring that customer-facing services engagements are efficiently staffed. You’ll optimize the utilization of billable resources, ensuring that projects are staffed on time and resources are used effectively.
2. Strategic Advisory to Leadership:
You’ll serve as a trusted advisor to the Expert Services Leadership team, providing insights on delivery team capacity, performance, and hiring recommendations. By understanding the resource trends and needs, you’ll help guide leadership in making data-driven decisions.
3. Capacity Planning & Forecasting:
You will develop a global perspective on resource allocation and identify key trends to enable accurate forecasting and proactive capacity planning. This ensures the team is well-prepared for future demands and able to meet its business goals.
4. Professional Services Automation:
You will maintain and improve the deployment of Acquia’s professional services automation tool, Mavenlink, ensuring it effectively meets resource management and reporting needs. Your work here will streamline operations and ensure accurate data reporting.
5. Reporting & Metrics:
You will create and maintain detailed reports on key business metrics such as staffing, utilization, and project financials. These insights are crucial for ensuring that the Expert Services division runs efficiently and profitably.
6. Ad Hoc Support & Strategic Initiatives:
Beyond your core duties, you will assist with ad hoc reporting, data collection, and other strategic initiatives across the Customer Success organization. You’ll also support continuous improvement efforts, identifying opportunities for operational enhancement.
Qualifications:
1. Educational Background:
A degree in Business Administration, Finance, or Operations Management is preferred for this role, providing a strong foundation for the business-focused responsibilities.
2. Experience:
Acquia is looking for candidates with 3+ years of experience in resourcing or staffing within a technical professional services environment. Experience working in a global setting with teams across different time zones is essential.
3. Skills:
- Strong relationship management, persuasion, and negotiation skills are required to navigate the global business environment effectively.
- A strategic and analytical mindset with a focus on continuous improvement will set you apart.
- Proficiency in Microsoft Excel or Google Sheets is necessary for handling data and reports.
- Familiarity with professional services automation tools like Mavenlink, and any business intelligence (BI) platforms (such as Domo), is a plus.
Why Join Acquia?
1. Global Leader in Digital Experience:
Acquia is a recognized leader in digital customer experiences, working with some of the world’s most ambitious brands. By joining Acquia, you will be part of a team that is shaping the future of digital transformation for global businesses.
2. Remote Flexibility:
This position is fully remote, allowing you to work from the comfort of your home while collaborating with a global team.
3. Culture of Innovation:
Acquia is known for its open, collaborative, and forward-thinking work culture. You’ll be part of a company that values innovation and empowers its employees to think creatively and drive change.
4. Diversity & Inclusion:
Acquia values diversity in its workforce and is committed to creating an inclusive environment. They consider applicants from all backgrounds without regard to race, color, religion, national origin, gender identity, sexual orientation, or any other protected status.
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