We are looking for an Operations Data Analyst to drive operational excellence across our Customer Experience and Business Operations teams.
The role involves analyzing customer service trends, operational workflows, and key business KPIs to surface insights that will improve customer satisfaction and streamline internal processes.
You will collaborate closely with teams across Customer Service, Operations, Product, and Leadership to ensure exceptional service delivery while scaling effectively.
Daily responsibilities include analyzing customer service interactions, resolution times, escalation patterns, and satisfaction metrics to identify improvement opportunities.
You will develop and maintain dashboards, scorecards, and reporting tools for key operational and customer service KPIs.
The role requires partnering with Operations to analyze workflows, identify bottlenecks, and recommend process improvements.
You will segment and analyze customer support data to uncover trends related to product issues, support volume drivers, or customer churn risk.
Providing ad-hoc and recurring analyses to support capacity planning, staffing forecasts, and workforce optimization is essential.
You will support leadership with data-driven insights for strategic decision-making around customer experience initiatives and operational scaling.
Performing root cause analyses on operational incidents or customer complaints and quantifying the business impact is part of the job.
Ensuring data quality, consistency, and reliability across customer support systems and business operations databases is crucial.
You will collaborate with Product, Engineering, and other teams to close feedback loops and prioritize improvements based on customer insights.
Monitoring KPIs over time, flagging anomalies, and proactively identifying emerging trends will be part of your responsibilities.
Requirements:
A Bachelor’s degree in Analytics, Business, Economics, Statistics, or a related field is required.
You should have 2+ years of experience in a Data Analyst, Business Operations, Customer Insights, or similar analytics role.
Proficiency in SQL is necessary, with the ability to query and analyze large datasets.
Hands-on experience with data visualization tools such as Hex, Looker, Tableau, or Power BI is required to create insightful dashboards and reports.
Familiarity with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom) and understanding of operational workflows is essential.
A strong grasp of operational KPIs including CSAT, NPS, First Response Time (FRT), Average Handle Time (AHT), resolution rates, escalations, and backlog is needed.
You should be comfortable working through ambiguous problems, performing deep analysis, and communicating clear and actionable insights.
Demonstrated strength in critical thinking, business judgment, and problem-solving is required.
Experience collaborating with cross-functional teams and influencing stakeholders using data is necessary.
The ability to manage multiple priorities in a fast-paced, dynamic environment is essential.
Experience with Workforce Management (WFM) tools or support planning models is a plus.
Familiarity with CRM and support ticket data structures is nice to have.
Exposure to statistical techniques, such as regression analysis or forecasting models, is a plus.
A background in a high-growth tech company, marketplace, SaaS, or consumer-facing business is an advantage.
Benefits:
The position offers a salary range of $30,000 - $50,000 a year, based on the role's scope, national market benchmarks, and the person's expertise and experience.
This is a contract position, providing flexibility in work arrangements.
You will have the opportunity to collaborate with various teams and influence strategic decisions within the company.
The role allows for professional growth and development in a dynamic and fast-paced environment.
