Senior Customer Experience Data Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Create Control Tower reporting: Develop and uphold daily, weekly, and monthly reports for escalations, performance metrics, customer-level insights, and Control Tower operations.

• Assist with customer-facing materials: Generate reports and analyses for MBRs, QBRs, white glove programs, and other customer interactions, ensuring accuracy and effective storytelling of operational performance.

• Facilitate real-time monitoring: Collaborate with Control Tower Managers to support escalation tracking, accurate data collection, timely updates, and proactive issue resolution through relevant operational insights.

• Evaluate customer performance: Analyze performance for key customers, growth accounts, churn-risk clients, and high-priority initiatives to uncover trends, risks, and opportunities for improvement.

• Ensure reporting accuracy: Maintain consistency and precision across dashboards, reports, and customer-facing documentation.

• Enhance reporting processes: Identify data gaps and opportunities to fortify Control Tower reporting, monitoring, and visibility.

• Identify trends and root causes: Utilize available data to pinpoint recurring issues, operational trends, root causes, risks, and opportunities for Control Tower leadership.

⛳️ Requirements

• Over 5 years of experience in analytics, business intelligence, or operations analysis, ideally within warehouse fulfillment, logistics, supply chain, e-commerce, or a related field.

• Proficient in generating insights from large, intricate data sets.

• Strong SQL proficiency with the capability to extract, validate, and interpret operational data.

• Knowledge of warehouse systems and operational event data, including WMS scan events, exception codes, labor tracking, and station performance.

🏝️ Benefits

• Medical, dental, and vision insurance

• Life and short- and long-term disability coverage

• 401(k) retirement savings plan with company match

• Flexible vacation policy in states excluding CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for the first year of employment, increasing up to 160 hours based on tenure

• Two (2) floating holidays annually

• Paid sick leave*

• Six (6) paid company holidays

• Two (2) weeks of paid pregnancy disability leave and four (4) weeks of paid parental bonding leave

• Additional wellness and employee assistance programs