Data Analyst - Ops, CS, DTC
Core
Data Analyst serving as an analytical partner for Customer Service, Operations, and Direct-to-Consumer (DTC) channels to drive business outcomes through data insights.
Role type
Senior Data Analyst (Operations & DTC)
Builds
Dashboards, scorecards, and reporting packages for customer service, operations, and ecommerce performance.
Domain
Healthcare / Consumer Health / Ecommerce
Deliverable
dashboards & analysis
Required skills
Tableau, business analytics, operations analytics, customer service analytics, ecommerce analytics, cross-functional partnership, large dataset management, data governance
Preferred skills
DTC or Ecommerce business models, inventory management, fulfillment, supply chain reporting, executive KPI frameworks, customer experience improvement, data visualization platforms, healthcare/medical device industry experience, fast-paced high-growth environments
Responsibilities
Own customer service analytics and reporting; Analyze key customer service metrics including contact volume, case resolution, escalations, response times, and satisfaction; Develop and maintain dashboards, scorecards, and reporting packages; Monitor and report on operational performance metrics including OTIF, order fulfillment, inventory health, and shipping performance; Identify trends, risks, and opportunities impacting customer experience and operational efficiency; Collaborate cross-functionally with Customer Service, Operations, Supply Chain, Ecommerce, and Marketing teams; Build automated, scalable reporting solutions and establish consistent metric definitions; Support website and DTC analytics by analyzing traffic, customer journeys, conversion rates, and retention trends; Provide ad hoc analysis and data-driven recommendations; Investigate data issues and reporting discrepancies to ensure data accuracy.
Seniority
Senior, hands-on IC
