LeadsOnline (formerly known as Forensic Technology) · 18 hours ago
Operations Analyst
6900 Dallas Pkwy, Plano, TX 75024, USA
Full-time
Onsite
Mid Level
3+ years expLeadsOnline is a company focused on serving law enforcement agencies with a mission-driven culture. They are seeking an Operations Analyst to support their customer-facing organization by providing analytical decision support, KPI reporting, and insights into the customer journey.
Computer Software
Responsibilities
Execute ad hoc and recurring analyses to support decision-making across the Customer Organization (Training & Knowledge, Customer Support, and Customer Success)
Translate business questions into structured analyses (e.g., onboarding capacity, workload distribution, training throughput, engagement patterns)
Prepare clear, executive-ready summaries, visuals, and recommendations for leadership review
Partner closely with the CCO to refine analytical framing and outputs
Design, build, and maintain KPI dashboards and recurring reporting for weekly, monthly, and quarterly operating reviews
Define and standardize metrics in partnership with functional leaders
Establish consistent metric definitions, data sources, and reporting cadences
Evolve reporting from descriptive metrics to insight-oriented views that highlight trends, changes, and exceptions
Analyze performance across key stages of the customer journey, including onboarding, training, adoption, ongoing usage, and renewal
Support development of customer health frameworks and adoption indicators
Identify early signals of customer risk, friction, or opportunity based on usage, training, and support data
Build reporting and insights that enable proactive engagement by customer-facing teams
Track customer cohorts over time to understand drivers of retention
Support evaluation and implementation of customer-facing tools (e.g., CS platforms, service desk systems, LMS, AI-enabled knowledge tools)
Provide analytical input into customer journey and process improvement initiatives
Assess effectiveness of tools and workflows using data and observed outcomes
Ensure systems generate usable, decision-quality data to support reporting and analysis
Qualification
Required
3–5 years of experience in consulting, analytics, finance, operations, or a related field
Strong dashboarding and reporting skills (Power BI preferred, Tableau acceptable)
Microsoft SQL
Advanced Excel proficiency
Strong analytical problem-solving skills, including structuring ambiguous questions and synthesizing insights
Comfort leveraging AI tools to enhance analysis and efficiency
Clear written and verbal communication skills for leadership audiences
Execution-oriented, analytical, and detail-conscious
Comfortable operating in a supporting, advisory role with senior leaders
Thoughtful and objective; able to surface insights without forcing change
Able to work effectively with tenured team members and subject-matter experts
Motivated to grow into greater strategic responsibility over time
Preferred
Experience supporting customer-facing, services, SaaS, or scaled operations environments
Background in analytics-driven decision support rather than pure BI or tool administration
Company
LeadsOnline (formerly known as Forensic Technology)
LeadsOnline is an investigative technology company that serves law enforcement agencies in over 80 countries.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase