Senior Operations Analyst Jobs in Mapleton, UT (NOW HIRING)

Ever wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions. 

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving!

We are seeking a skilled Payments Operations Analyst to bridge the gap between our support, product, and development teams, ensuring seamless integration and efficient resolution of operational and technical issues. This role demands excellent communication skills, as you will be the primary liaison communicating critical information between teams to streamline payments operations, enhance product quality, and improve user satisfaction. The ideal candidate will be analytically minded — comfortable digging into support ticket data to surface trends and root causes, and building a deep working knowledge of Quilt's payment systems and integrations. A proactive, problem-solving approach and the ability to manage multiple priorities in a fast-paced environment are essential.

You'll work collaboratively with cross-functional teams and leverage customer feedback, ticket data, and AI-assisted analysis to enhance product solutions. A successful candidate will be a well-organized, proactive, and driven problem-solver.

• Serve as the primary liaison between support, product, and development teams, facilitating open and effective communication to enhance collaboration and problem resolution.
• Monitor and respond to internal support tickets, ensuring clear, timely, and prioritized communication to appropriate technical teams for swift action.
• Analyze support tickets and associated data to identify trends, recurring issues, and patterns across payment systems, translating findings into clear, actionable insights.
• Develop and maintain a strong working understanding of Quilt's payment systems, processors, and integrations to accurately diagnose issues and route them effectively.
• Use AI-powered tools and techniques to analyze support tickets, accelerate root cause identification, and surface systemic issues before they escalate.
• Consolidate and articulate feedback from various channels, including customer support and internal teams, to help inform product improvements and development priorities.
• Organize and lead regular meetings with stakeholders to discuss system performance, gather feedback, and coordinate responses to technical issues, maintaining a central role in information dissemination.
• Develop and maintain clear documentation of processes and feedback loops to ensure consistency in communication and procedures.
• Prepare and deliver reports on issue trends, root causes, resolution status, and system updates, and payments operations KPIs to senior management, providing insights for strategic decision-making.
• Implement communication strategies that promote a culture of feedback and continuous improvement within the technical operations framework.

Requirements

• Proven experience in a technical support or operations role with a strong emphasis on communication and coordination across diverse teams.
• Demonstrated ability to analyze data and ticket trends to identify patterns and drive root cause analysis.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

• Well organized with an ability to prioritize multiple competing priorities.

• Strategic thinker with a customer-centric mindset and a passion for delivering innovative solutions.

• Self-starter with the ability to thrive in a fast-paced, dynamic environment and drive results.

• Experience using AI or ML-based tools to analyze data, detect patterns, or support root cause analysis on support/ticketing data.
• Familiarity with payment processing systems and integrations (e.g., processors, gateways, POS platforms) is a strong plus.
• Advanced proficiency in communication tools and platforms, such as Slack, Microsoft Teams, or similar, to effectively manage and streamline cross functional team collaboration.

• Experience in conducting effective meetings and presentations to various stakeholders, enhancing clarity and decision-making processes across teams.

• Strong interpersonal skills with a proven ability to negotiate and mediate between different groups, ensuring alignment and fostering a collaborative work environment.

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage. 

• 401 (k) Opportunity with Company Match 

• Opportunities for career growth and advancement within a rapidly growing company. 

• Fun and collaborative work environment with a focus on teamwork and innovation. 

Location: Onsite, Provo, UT
Salary: $60-70k, depending on experience

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Notice - Employment Scams

Communication from our team regarding job opportunities will only be made by a Quilt Software employee with an @quiltsoftware.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers, or banking information. If you believe a scammer is contacting you, please mark the communication as "phishing" or “spam” and do not respond.