Data Analyst - Ops, CS, DTC

This role sits at the center of data, insights, and decision-making, providing visibility into customer behavior, operational performance, and ecommerce trends to help drive better business outcomes. Reporting to the Director, DTC, Operations, Customer Service & PMO, this individual will own the development and maintenance of key reporting, dashboards, and performance metrics that enable teams to identify opportunities, solve problems, and improve the customer experience.

What You'll Work On

• Own customer service analytics and reporting, delivering insights into performance, customer behavior, and operational effectiveness.
• Analyze key customer service metrics including contact volume, case resolution, escalations, response times, customer satisfaction, and root causes of customer issues.
• Partner with Customer Service leadership to identify process improvement opportunities and enhance the customer experience.
• Develop and maintain dashboards, scorecards, and reporting packages that provide actionable business insights and support decision-making.
• Monitor and report on operational performance metrics, including OTIF, order fulfillment, inventory health, backorders, and shipping performance.
• Identify trends, risks, and opportunities impacting customer experience, inventory position, and operational efficiency.
• Collaborate cross-functionally with Customer Service, Operations, Supply Chain, Ecommerce, Marketing, and fulfillment teams to improve reporting visibility and data integrity.
• Build automated, scalable reporting solutions and establish consistent metric definitions and reporting standards.
• Support website and DTC analytics by analyzing traffic, customer journeys, conversion rates, engagement, funnel performance, and retention trends.
• Provide ad hoc analysis and data-driven recommendations to support growth initiatives, business reviews, and strategic projects.
• Investigate data issues, reporting discrepancies, and business questions to ensure data accuracy and confidence.
• Champion data governance, business intelligence, and a data-driven culture by making insights accessible and actionable across the organization.

Required Qualifications

• Bachelor's degree required; Business Analytics, Statistics, Supply Chain, Economics, Information Systems, or related field preferred.
• 5+ years of experience in business analytics, operations analytics, customer service analytics, ecommerce analytics, or related fields.
• Experience building dashboards, scorecards, and executive-level reporting.
• Strong experience analyzing operational, customer, and commercial performance data.
• Experience partnering with cross-functional teams to translate business needs into reporting and analytical solutions.
• Experience managing large datasets and working with multiple data sources.
• Tableau experience required.

Preferred Qualifications

• Experience supporting DTC or Ecommerce business models.
• Experience analyzing customer service performance metrics and consumer behavior.
• Experience with inventory management, fulfillment, or supply chain reporting.
• Experience developing executive dashboards and KPI frameworks.
• Experience supporting customer experience improvement initiatives through analytics.
• Experience working with data visualization and business intelligence platforms.
• Experience in healthcare, medical device, wellness, or consumer products industries.
• Experience working in fast-paced, high-growth environments.