(Senior) GTM Operations Specialist - Performance management

About inline 

inline is a software startup focused on maximizing restaurant efficiency managing tables and reservations. We have thousands of restaurants including leading chain brands, Michelin-starred restaurants, shopping malls, and busy brick-and-mortar restaurants. We also partner with food-tech platforms, social apps, and various media services to grow the exposure and business for inline restaurant customers. Our team is launching and exploring more global opportunities in key cities, including Tokyo, Osaka, Hong Kong, Taiwan, Kuala Lumpur, Vancouver, Melbourne, Sydney and the cities in the US. For people with solid professional skills and talent, who are highly motivated to expand their career and learn in a fast, flexible environment, we have several opportunities to build the business with our team and write the legend inline for the next thousand partners at a rapid pace.

The Role 

At Inline, the primary responsibility of the Senior GTM Operations Specialist – Performance Management is to strengthen how our GTM organization measures performance, identifies business risks and opportunities, and makes data-driven decisions across Business Development and Customer Success.

This role goes beyond reporting. You will take ownership of translating business questions into meaningful performance indicators, analytical frameworks, dashboards, and actionable insights. By connecting data with business context, you will help teams understand not only what is happening, but also why it is happening, what is likely to happen next, and what actions should be taken.

To succeed in this role, you should be highly analytical, commercially minded, and comfortable working with ambiguous business questions. You will collaborate closely with BD, CSM, Business Operations, Revenue Operations, BI & Analytics, Finance, and other stakeholders to ensure GTM performance is measured consistently and that insights are translated into meaningful business actions.

This role plays a critical part in building a more proactive and data-driven GTM organization, enabling teams and leaders to identify performance gaps early, make better decisions, and continuously improve business outcomes.

If this sounds like you – read on!

Key Responsibilities

Business Performance Monitoring & KPI Management

• Define, develop, and maintain key GTM performance indicators across the customer lifecycle, including metrics such as conversion, upsell, renewal, retention, and churn.
• Build and maintain performance dashboards and reporting frameworks that enable BD, CSM, and management teams to clearly understand business performance and progress toward targets.
• Continuously monitor performance trends and anomalies, proactively identifying significant changes, emerging risks, or areas requiring further investigation.

Analytics & Business Insights

• Conduct deep-dive analyses across areas such as conversion, customer retention, revenue performance, customer segmentation, and behavioral trends to identify key business drivers and performance gaps.
• Translate complex data into clear and actionable business insights, recommendations, and potential next steps for relevant stakeholders.
• Develop early-warning analyses to identify potential business risks or performance deterioration before they materially impact results.
• Evaluate the impact of business initiatives, operational changes, or GTM strategies and provide recommendations for further optimization.

Planning, Forecasting & Target Setting

• Develop and maintain forecasting models to provide visibility into expected GTM performance and support quarterly and annual business planning.
• Provide historical performance analysis, benchmarks, business assumptions, and scenario analysis to support early-stage target discussions and evaluate the feasibility and implications of proposed targets.
• Partner with the Bonus & Incentive Planning function during target planning by providing performance data and analytical recommendations, while formal target setting and related incentive design remain owned by the Bonus & Incentive Planning function.
• Monitor actual performance against agreed targets and forecasts, identify key variances, and provide insights into underlying drivers, emerging risks, and potential areas requiring action.

Data Quality & Metric Alignment

• Partner with Product Team,Revenue Operations, and relevant stakeholders to ensure GTM performance metrics are consistently defined, understood, and applied across teams.
• Identify and investigate discrepancies across reporting sources, CRM systems, and operational data to ensure performance analyses are reliable and decision-ready.
• Maintain clear documentation and business definitions for key GTM metrics, ensuring teams have a shared understanding of how performance is measured.

Business Decision Support & Data Enablement

• Partner closely with BD, CSM, and leadership teams to translate business questions into structured analyses and decision frameworks.
• Provide analytical support for strategic and ad-hoc business questions, while identifying opportunities to convert recurring requests into standardized reporting or self-service solutions.
• Help stakeholders interpret performance data and develop stronger data-driven decision-making capabilities across the GTM organization.

Cross-functional Collaboration

• Collaborate with Business Operations, Revenue Operations, Finance, BD, CSM, Product, and other teams to connect business context with data and ensure insights lead to meaningful actions.
• Act as a key point of contact for GTM performance-related questions, helping stakeholders clarify problems, identify relevant metrics, and determine the appropriate analytical approach.

Preferred Experience & Personal Traits

• Minimum of 4–5 years of relevant experience in Business Operations, Sales Operations, Revenue Operations, Strategy & Operations, Business Analytics, Performance Management, or related fields.
• Strong experience analyzing business performance and working with KPI frameworks, forecasting, target setting, or performance tracking for Sales, Business Development, Customer Success, or other GTM functions.
• Technical Skills: Advanced proficiency in Excel / Google Sheets and experience working with CRM systems such as Salesforce and business intelligence or reporting tools. Experience with SQL, Python, or other analytical tools is a strong plus.
• Analytical Skills: Strong analytical mindset with the ability to structure ambiguous business questions, identify meaningful patterns, and translate complex data into actionable business insights.
• Business Acumen: Able to connect data with commercial and operational context, understand key business drivers, and distinguish meaningful signals from reporting noise.
• Problem-Solving: Comfortable investigating unclear or unexpected performance changes, identifying root causes, and developing practical recommendations rather than stopping at observation.
• Communication: Strong communication and presentation skills, with the ability to explain analytical findings clearly to both operational teams and senior stakeholders.
• Ownership: Able to independently own analytical projects from problem definition and data validation through analysis, recommendation, and follow-up.
• Detail-oriented with a strong commitment to data accuracy, consistency, and reliability.
• Self-motivated, able to work independently, manage priorities, and operate effectively in a fast-changing and ambiguous environment.
• Experience leading cross-functional analytical projects or mentoring junior team members is a plus.