Brooks Running

Workflow & Automation Analyst, Runner Experience

US, Washington, Seattle

Sponsorship not specifiedDetected 23 hours ago

Data AnalysisSalesforceOperations ManagementCustomer SupportZendeskLeadershipCommunicationCollaborationProblem Solving

About the role

Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.
We welcome everyone from every walk of life looking to inspire others through the power of movement - because we're all moving towards something.

Partner with global customer service and support leadership to identify and prioritize opportunities where AI or automations can improve efficiency, consistency, and customer experience.
Document current workflows, pain points, and desired outcomes to build a clear business case for each initiative.
Analyze business needs and execute into clear use case specifications that can be scoped, configured, and evaluated with partners.
Maintain an ongoing pipeline of AI use cases, tracking status, dependencies, submissions, and readouts as needed.
Build and refine items such as routing logic, agent-assist experiences, conversation flows, and automation triggers aligned to approved use cases.
Maintain clear documentation of workflow configuration and changes to support adoption, change management, and future iteration.
Create and execute test plans for AI workflows and other automation tools prior to launch, including core scenarios, edge cases, and fallback behavior; coordinate additional testing support when needed; validate and maintain the model from a data freshness and system upgrades.
Gather and synthesize feedback from agents and leaders to drive continuous improvement.
Maintain an issues log and coordinate timely remediation with the right stakeholders.
Workflow Building & Configuration

Bachelor's degree in Business Administration, Information Systems, Operations Management, Data Analytics, or related field
3+ years of experience in operations, customer service technology, business systems analysis, or a related field
Hands-on experience configuring workflows, automations, or AI features within Salesforce Service Cloud, Zendesk, or comparable enterprise platforms
Demonstrated ability to take a business problem and translate it into a structured, testable workflow or automation
Comfort working with data - pulling reports, interpreting metrics, and drawing actionable conclusions
Strong written communication skills with the ability to write clear use case documentation, test plans, and stakeholder-facing reporting
Ability to communicate technical concepts to non-technical audiences and translate business feedback into clear configuration and improvement work
Experience collaborating in a global or cross-cultural environment
equivalent combination of education and years of experience can be considered in lieu of degree(s)
General understanding of how enterprise systems connect (e.g., data flows, integrations, roles/permissions)
Organized and self-directed with the ability to manage multiple projects simultaneously
Strong attention to detail and follow-through in a fast-paced environment
Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
Embraces and lives the Brooks values!

Base pay offered will vary depending on job-related knowledge, skills, and experience.

The pay range for this position, based out of the Brooks Seattle HQ, is $74,985 - $$112,478 per year. Base pay offered will vary depending on job-related knowledge, skills, and experience.
Bonus - in addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.

Brooks is proud to offer a robust benefits package to our employees and their families!
Paid Time Off - Brooks offers generous time off including five weeks of paid time off, eleven paid holidays, paid sick and parental leave.
Bonus - in addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.
Perks - including product discounts, employee recognition, fitness discounts, volunteer and donation benefits.
At Brooks, we celebrate diversity & equity.
Monitor deployed workflows to identify performance drift, unintended behavior, or gaps in coverage.

At Brooks, we believe movement is the key to feeling more alive. That's why we're driven to create gear and experiences that take people to the place that makes them feel more alive - whether it's a headspace, a feeling, or a finish line.
Our brand values help bond us together and drive our success:
Runner First
At Brooks, we believe movement is the key to feeling more alive.
That's why we're driven to create gear and experiences that take people to the place that makes them feel more alive - whether it's a headspace, a feeling, or a finish line.
We act in the best interest of the runner
Word is Bond
We do what we say we'll do
Champion Heart
We give our all in everything we do
There is no "I" in Run
We stay generous with our humanity
Keep Moving

hysical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or percei

This listing is sourced directly from Brooks Running's careers page and normalized into a canonical job model.