Are you passionate about operational excellence and delivering a seamless customer experience? We’re looking for a Customer Operations Analyst to join our dynamic Commercial Operations team and help optimize every step of the customer journey.
As a Customer Operations Analyst, you’ll play a critical role in ensuring our customers enjoy a smooth, responsive, and top-tier experience from order placement through fulfilment and support. You’ll work closely with teams across Sales, Logistics, Finance, and Technical Support to analyze data, troubleshoot issues, and streamline processes.
This role is ideal for individuals who excel at solving complex problems, enhancing systems, and delivering tangible improvements in customer satisfaction and operational efficiency.
What You'll do
- Analyze order, shipping, and support data to identify trends, inefficiencies, and opportunities for improvement.
- Partner with cross-functional teams to resolve customer issues related to order processing, delivery, and invoicing.
- Build dashboards and reports to monitor customer operations KPIs and service quality.
- Document standard operating procedures (SOPs) and design scalable workflows that support growth.
- Contribute to continuous improvement projects using data insights and structured problem-solving.
- Assist in ERP and CRM enhancement projects — including testing, documentation, and user support.
- Deliver insights on customer behavior, satisfaction drivers, and pain points to guide decision-making.
- Ensure compliance with company policies and trade regulations throughout the customer lifecycle.
What You Bring
- Bachelor’s degree in Business, Operations, Analytics, Supply Chain, or a related discipline is preferred. Equivalent practical experience or a combination of education and relevant work experience may be considered.
- 2+ years of experience in customer operations, supply chain, or commercial support.
- Strong analytical skills and Excel proficiency; familiarity with ERP (e.g., D365, Oracle, SAP) and CRM systems (e.g., Salesforce).
- Excellent interpersonal skills with the ability to work across departments and time zones.
- Detail-oriented, organized, and adaptable in fast-paced environments.
- Capable of managing multiple priorities and meeting tight deadlines.
Nice to Have
- Experience in biotechnology, life sciences, or tech-driven companies.
- Exposure to Lean, Six Sigma, or similar process improvement methodologies.
- Understanding of global logistics, trade compliance, or fulfilment operations.
Why Join Us?
- Be a key player in enhancing the customer experience across a growing global business.
- Work in a collaborative, passionate environment that values innovation and efficiency.
- Gain exposure to cross-functional teams and strategic operations projects.
The salary for this role is between $72,000 and $100,000 USD. The salary offered will reflect the skills and experience of the candidate.
Certain roles within ONT are eligible for annual bonus and stock. These awards are allocated based on individual performance.
Employees based in the US have the option to choose healthcare benefits, participate in the company 401(k) plan and company match, we also offer short-term and long-term disability coverage, basic life insurance, and commuter benefits to name a few.
We are proud to be an equal opportunity employer. We select and employ candidates only in accordance with their merits, qualifications, and abilities to perform the duties of the job regardless of gender, marital status, race, religion, color, age, disability, sexual orientation, military or veteran status. If you require an accommodation to complete the application or interview process, please contact human.resources@nanoporetech.com
Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.