Operations Analyst Job Description Category:

Operations /

Client Success Status:

Exempt Reports To:

Senior Director of Client Success Job Description The Operations Analyst is responsible for monitoring, evaluating, and reporting on product performance, operational KPIs, revenue trends, and customer/client success metrics across Koin, Marker Trax, and Marker Trax Digital. The position works closely with the Senior Director of Client Success to identify opportunities for improvement, recommend product and process enhancements, and support measurable business outcomes. This role also serves as a strategic business partner by providing leadership with timely reporting, custom analytics, and actionable insights that support operational effectiveness, revenue growth, customer success, and informed decision-making across the organization Responsibilities Product Performance & KPI Monitoring Monitor product performance across Koin and Marker Trax, including usage, adoption, engagement, repayment activity, revenue indicators, operational performance, and client-level trends. Track, evaluate, and report on key performance indicators that support Client Success, Product, Operations, Finance, and Executive Leadership. Identify performance gaps, emerging trends, risks, and opportunities through data analysis. Develop recurring and ad hoc reports that provide visibility into product health, client performance, operational outcomes, and business impact. Analyze customer revenue contributions and growth opportunities while identifying trends that allow both clients and the organization to respond proactively and effectively Client Success & Product Improvement Partner with the Senior Director of Client Success to evaluate client performance and recommend strategies to improve product utilization, client outcomes, and overall business performance. Translate client and product data into actionable recommendations that support product enhancements, process improvements, and client engagement initiatives. Collaborate with Client Success, Product, Operations, Analytics, Finance, and Sales teams to ensure reporting and recommendations align with organizational objectives. Support client business reviews, leadership updates, and performance discussions through data preparation, reporting, and analysis. Revenue & Business Performance Support Track product performance, client revenue trends, and adoption opportunities that may positively impact business results. Maintain a collaborative relationship with the President and Client Success leadership to provide data-driven recommendations that support revenue growth and strategic initiatives. Prepare revenue analyses, performance summaries, and opportunity assessments for executive review. Identify opportunities to improve utilization, retention, client performance, and overall business outcomes. Analytics, Reporting & Decision Support Create custom dashboards, analytics tools, reporting views, and data summaries to address business needs and leadership requests. Work closely with internal analysts and data resources to gather, validate, interpret, and present information in an actionable format. Provide timely reporting and analysis to support executive and leadership decision-making. Develop reporting solutions that are repeatable, audience-focused, and easy to understand. Maintain expertise regarding available data sources, reporting limitations, and data definitions to ensure accuracy and consistency.

Skills / Experience

Bachelor?s degree in Business, Finance, Data Analytics, Operations, Technology, or a related field required. Minimum five (5) years of experience in operations analysis, business analysis, product analytics, client success analytics, revenue operations, financial analysis, or a related analytical function. Demonstrated ability to interpret data, identify trends, and translate findings into practical business recommendations. Working knowledge of SQL, including the ability to write queries, join data across multiple tables, and filter and aggregate results to support operational analysis and reporting. Experience building dashboards, KPI scorecards, executive summaries, reports, and performance tracking tools. Advanced proficiency in Microsoft Excel or Google Sheets required. Experience with Business Intelligence tools such as Power BI, Tableau, Looker, or similar reporting platforms preferred. Ability to work effectively with analysts, data teams, and cross-functional stakeholders to gather information and deliver accurate reporting. Strong written and verbal communication skills with the ability to explain complex data concepts to non-technical audiences. Experience in casino gaming, gaming technology, hospitality, fintech, payments, or other regulated industries preferred. Experience working with executive leadership and C-suite stakeholders preferred. Core Competencies Data-Driven Decision Making Business and Revenue Analysis Product Performance Evaluation KPI Development and Reporting Client Success Focus Executive Communication Cross-Functional Collaboration Problem Solving and Continuous Improvement Accuracy, Urgency, and Attention to Detail Physical Requirements Regularly required to use hands and fingers; handle, touch, or feel objects, tools, or controls. Regularly required to communicate verbally and read information on computer screens and printed materials. Ability to sit or stand for extended periods while working at a computer. Occasionally required to stand, kneel, stoop, and lift or move up to 10 pounds. This is not a virtual position; the incumbent is expected to work from the Las Vegas office. Marker Trax is committed to building a diverse workforce. As an equal opportunity employer, we believe merit is everything, and we consider qualified candidates without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, political views or activity, or other applicable legally protected characteristics.