Business Operations Analyst

This position will be based in-office in BOSTON, MA

We’re hiring the single owner of the systems that hold our customer data, spanning Sales, Marketing, Customer Success, Support, and Finance and Accounting. Today that ownership is shared: several teams, plus an external development partner, each hold a piece. Everyone involved is capable, but split ownership means definitions drift between platforms, fields get added by ticket, and the same question can return different answers depending on which system you ask it in.

This role consolidates all of it under one accountable owner.

The destination is a hub-and-spoke architecture:
Salesforce as the system of record at the center, our GTM, post-sale, support, and billing platforms integrated as spokes with clearly owned field mappings, and a central data lake as the analytics layer so reporting no longer depends on which system you happen to ask. The goal is one customer record that holds from first touch through renewal, support, and invoice.

AI is central to how this role operates, not an add-on to it. You’ll use LLM tooling as leverage to cover a surface area that would otherwise take a team: reconciling data across systems, classifying and matching records, drafting documentation, and investigating discrepancies. You’ll also build AI into how the business runs, from account research and outreach personalization to signal extraction and scoring.

And you’ll make our data usable by AI in the first place, since governed, well-defined data is the prerequisite for anything we automate on top of it.

This role reports to the CFO by design. Data governance is foundational here rather than a byproduct: the definitions behind our customer, funnel, and revenue numbers need a single accountable owner, held to the same standard as the numbers Finance reports. It is also hands‑on. You’ll write the SOQL, build the fields and dashboards, make the data‑model calls, and own the request queue end to end, rather than handing requirements to someone else and waiting.

• Own the definitions behind our customer and funnel metrics, and reconcile them across Salesforce and every platform feeding it: sales engagement, enrichment, customer success, support, billing
• Maintain the definitions of record: a documented data dictionary, change control on the object model, and clear ownership of every field that feeds a reported number
• Own data hygiene as a standing discipline: deduplication of accounts and contacts, matching and merge rules, validation rules, and required‑field enforcement so records enter clean instead of getting cleaned later
• Diagnose and fix semantic mismatches between systems, including picklists collapsing into booleans, activity records that can’t be segmented by account attributes, and duplicate customer records
• Build the reporting layer that lets Sales, Marketing, Finance, CS, and Support leadership open the same report and reach the same conclusion, including exec‑level views by vertical
• Unify the customer record across acquisition, retention, support, and billing so lifecycle and revenue questions can actually be answered
• Apply LLM tooling to the grind of governance work: reconciling values across systems, surfacing duplicate and mismatch candidates, and keeping documentation current

• Own the Salesforce object model as a designed system rather than an accumulation of requests: fields, picklists, cross‑object formulas, record structure, account hierarchy
• Drive the hub‑and‑spoke buildout and the move toward a central data lake, sequencing integration work so each spoke lands with owned definitions rather than another source of drift
• Serve as the single point of…