(Senior) GTM Operations Specialist – Performance Management

About inline

inline is a software startup maximizing restaurant efficiency in managing tables and reservations, serving thousands of restaurants including major chains, Michelin-starred restaurants, malls and independent restaurants. We partner with food-tech platforms, social apps and media services to grow our restaurant customers' exposure. We're expanding into key cities including Tokyo, Osaka, Hong Kong, Taiwan, Kuala Lumpur, Vancouver, Melbourne, Sydney, and US cities, and are looking for talented, motivated people to help build the business.

The Role

This role strengthens how our GTM organization measures performance, identifies risks and opportunities, and drives data-driven decisions across Business Development and Customer Success. You'll own the translation of business questions into KPIs, dashboards, and actionable insights. Explaining not just what's happening, but why, what's next and what to do about it. You'll work closely with BD, CSM, BizOps, RevOps, BI, and Finance to ensure performance is measured consistently and insights lead to real action.

Key Responsibilities

▮ KPI Management: Define and maintain GTM metrics across the customer lifecycle (conversion, upsell, renewal, retention, churn). Build and maintain performance dashboards for BD, CSM, and management. Monitor trends and proactively flag anomalies and emerging risks.
▮ Analytics & Insights: Conduct deep-dive analyses on conversion, retention, revenue, and segmentation to identify business drivers and gaps. Translate findings into clear recommendations. Build early-warning analyses for performance risk, and evaluate the impact of past initiatives to recommend further optimization.
▮ Forecasting & Planning: Maintain forecasting models supporting quarterly/annual planning. Provide benchmarks and scenario analysis to support target discussions. Partner with the Bonus & Incentive Planning function during target setting (which they formally own). Track actuals vs. targets and explain key variances.
▮ Data Quality: Partner with Product and RevOps to align metric definitions across teams. Investigate discrepancies across CRM and reporting sources. Maintain clear documentation for key metrics.
▮ Decision Support: Translate BD/CSM/leadership questions into structured analyses. Support both strategic and ad-hoc requests, converting recurring ones into self-service reporting. Help stakeholders build stronger data-driven decision-making skills.
▮ Cross-Functional Collaboration: Work across BizOps, RevOps, Finance, BD, CSM, and Product to connect data with business context. Serve as the go-to contact for GTM performance questions.

Preferred Experience & Traits

▮ 4–5+ years in Business/Sales/Revenue Ops, Strategy, Analytics, or Performance Management
▮ Strong KPI, forecasting, and target-tracking experience for Sales/BD/CS or similar GTM functions
▮ Advanced Excel/Google Sheets; CRM (Salesforce) and BI tool experience; SQL/Python is a plus
▮ Strong analytical mindset, able to structure ambiguous questions and separate signal from noise
▮ Business acumen connecting data with commercial context
▮ Comfortable investigating root causes and developing practical recommendations
▮ Strong communication skills across operational and senior stakeholders
▮ Able to independently own projects end-to-end, from problem definition through follow-up
▮ Detail-oriented, self-motivated and effective in a fast-changing, ambiguous environment