Senior Sales Operations Analyst

Pillar4 Media is seeking a Senior Sales Operations Analyst to join our fast-growing team. The Senior Sales Operations Analyst will be responsible for owning the analytical engine behind our call center operations. You will be the primary driver of performance intelligence across our agent network - turning high-volume call data into prioritized, actionable decisions that directly improve conversion rates, agent utilization, and funnel economics. Your work will have a material impact on our business unit P&L and will inform decisions made by both internal leadership and external operating partners. What You'll Be Doing Own the analytics infrastructure and data integrity Build and maintain the dashboards, KPI frameworks, and reporting pipelines that give leadership real-time and historical visibility into agent performance, lead quality, and funnel economics. Partner with product and engineering to validate data pipelines, close tracking gaps, and define instrumentation requirements. Be the authoritative voice on whether the numbers can be trusted before they inform a decision. Translate performance data into a prioritized, decision-ready action plan Synthesize data across speed-to-dial, call duration, handle time, conversion rates, and call recording insights to identify the highest-leverage performance levers. Conduct structured deep-dives on conversion funnels, customer journeys, and attribution across channels to identify where and why leads drop, convert, or stall. Deliver a ranked opportunity set - with clear impact estimates, recommended owners, and timelines - not a list of observations. Own forecasting models and capacity planning inputs Build and maintain volume forecasting models and staffing scenario analyses using historical and real-time data. Deliver actionable inputs to operations leadership that minimize yield loss from under- or over-staffing and support ongoing optimization of agent utilization. Drive operational improvement and own the P&L case for it Work directly with call center leadership to design and evaluate tests across scripts, workflows, lead routing, and staffing models. Proactively surface inefficiencies and underperformance, frame each finding in terms of P&L impact, and own follow-through to ensure recommendations move from analysis to execution - not just slide decks. Communicate findings to internal and external stakeholders with clarity and conviction Translate complex analyses into concise, actionable narratives calibrated to the audience - operational dashboards for the floor, executive summaries for leadership, written briefs for external partners. Findings should drive decisions, not generate questions. What You Bring Demonstrated ability to translate data into business impact - you’ve spent the last 3-5 years identifying key performance drivers and influencing decisions that improved revenue, conversion, or efficiency; in tandem, you have a demonstrated ability to build forecasting and capacity models that are used in operations - not just delivered. Strong analytical toolkit , including experience with funnel analysis, cohorting, A/B testing, and basic statistical methods to separate signal from noise. Experience building scalable reporting and KPI frameworks , with a track record of creating dashboards in BI tooling (e.g., Power BI) that drive operational decisions (not just reporting). Proficiency in SQL ; comfort with Python or R a plus. Deep curiosity and high ownership orientation - you proactively identify problems, dig into root causes, and follow through to measurable outcomes. Clear and compelling communicator , able to distill complex analyses into actionable insights for both operators and executives. Resourceful and scrappy operator who can work through imperfect data, ambiguity, and evolving business needs without losing momentum. What We Look For Openness to feedback and collaboration : You’ll be working closely with folks across different teams, so you’ll need to be open to the process and accept feedback and critique. Strong communication skills : You’ll have the ability to build relationships with external stakeholders, report up to internal stakeholders, and foster strong alignment with your team. Alignment with Pillar4’s culture : We live by our values and expect our team to buy in. Act with focus Get after it Grow without limits Build the team Obsess Over Customers Commit to Service Entrepreneurial spirit : Our team members act like entrepreneurs in that we are incredibly driven, agile, goal-oriented, and are always up for a challenge. Why You Should Join Us Results : Pillar4 has built the #1 digital media company in the sleep health and hygiene space and is profitably expanding into fitness, nutrition, and mental health verticals. Stability : We are privately owned, have a holding period of 'forever', and have significant cash to invest. Exposure : You will have a front-row seat in growing a business. Your teammates have built and sold companies, managed hundreds of employees, and run campaigns with Fortune 500 brands. Market landscape : The $4 trillion health and wellness market is a highly relatable industry that is transforming. There's no better time than now to be building a business in this space. Career growth : There is no cap on growth, promotions, or the opportunity to own and put your stamp on important projects. Prove your value and you will be rewarded accordingly. Learning : We are a mighty team with subject matter experts in creative, branding, content strategy, SEO, paid media, and more. The opportunity to grow new skills and learn from smart people is endless. Impact-focused : Opportunities to take part in our quarterly initiatives with organizations like Beds for Kids and The Green Chair Project and help respond to the critical needs of our local communities. Fun : The team has a high bar for excellence but also a real interest in each other and making work fun. The Package Base salary and performance-based bonus commensurate with experience. At Pillar4, you’ll have access to competitive benefits, including health insurance, 401k, a monthly wellness stipend for house cleaning, gym membership, grocery delivery or massages, and cell phone reimbursement. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or any other discriminatory factors. At this time, Pillar4 will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-2, E-3, L-1 and O-1, or any EADs or other forms of work authorization that require immigration support from an employer). All offers are subject to a background check. #J-18808-Ljbffr Pillar4 Media