Job Description

The Role We Need:

We’re looking for an Operations Data Analyst to help drive operational excellence across our Customer Experience and Business Operations teams. In this role, you’ll analyze customer service trends, operational workflows, and key business KPIs to surface insights that will improve customer satisfaction, streamline internal processes, and inform strategic decisions. You’ll collaborate closely with teams across Customer Service, Operations, Product, and Leadership to ensure PadSplit continues to deliver exceptional service while scaling effectively and efficiently.

The Person We Are Looking For: 

We need a curious and analytical thinker who thrives on turning data into action. You’re comfortable digging into complex problems, identifying patterns, and clearly communicating findings to stakeholders across the business. You’re equally at home building dashboards, writing SQL queries, and partnering cross-functionally to improve systems and service delivery. You’re passionate about impact, motivated by solving real operational challenges, and ready to play a critical role in shaping the experience of our members and teams as we grow.

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Here’s What You’ll Do Day-To-Day:

• Analyze customer service interactions, resolution times, escalation patterns, and satisfaction metrics (e.g., CSAT, NPS) to identify opportunities for improvement.
• Develop and maintain dashboards, scorecards, and reporting tools for key operational and customer service KPIs.
• Develop and maintain dashboards, scorecards, and reporting tools for key operational and customer service KPIs.
• Partner with Ops to analyze workflows, identify bottlenecks, and recommend process improvements that increase operational efficiency.
• Segment and analyze customer support data to uncover trends related to product issues, support volume drivers, or customer churn risk.
• Provide ad-hoc and recurring analyses to support capacity planning, staffing forecasts, and workforce optimization.
• Support leadership with data-driven insights for strategic decision-making around customer experience initiatives and operational scaling.
• Perform root cause analyses on operational incidents or customer complaints and quantify the business impact.
• Ensure data quality, consistency, and reliability across customer support systems and business operations databases.
• Collaborate with Product, Engineering, and other teams to close feedback loops and prioritize improvements based on customer insights.
• Monitor KPIs over time, flag anomalies, and proactively identify emerging trends.

Here’s What You’ll Need to Be Successful:

• Bachelor’s degree in Analytics, Business, Economics, Statistics, or a related field.
• 2+ years of experience in a Data Analyst, Business Operations, Customer Insights, or similar analytics role.
• Proficient in SQL, with the ability to query and analyze large datasets.
• Hands-on experience with data visualization tools such as Hex, Looker, Tableau, or Power BI to create insightful dashboards and reports.
• Familiarity with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom) and understanding of operational workflows.
• Strong grasp of operational KPIs including CSAT, NPS, First Response Time (FRT), Average Handle Time (AHT), resolution rates, escalations, and backlog.
• Comfortable working through ambiguous problems, performing deep analysis, and communicating clear and actionable insights.
• Demonstrated strength in critical thinking, business judgment, and problem-solving.
• Experience collaborating with cross-functional teams and influencing stakeholders using data.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• 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.
• Background in a high-growth tech company, marketplace, SaaS, or consumer-facing business is an advantage.

The Interview Process:

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a video screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be taking an SQL assessment.
• If warranted, the next step would be meeting our Head of BI for thirty (30) minutes.
• If warranted, the next step would be a video interview with a small panel of key stakeholders for one and a half hours. For this interview, a candidate would execute a live business case presentation for discussion.
• If warranted, the next step would be a video panel interview with our key CX stakeholders for forty-five (45) minutes. For this interview, you'll present the same business case for discussion.
• If warranted, then we move to contract!

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$30,000 - $50,000 a year

This is a contract position where compensation is based on the role's scope, national market benchmarks, and the person's expertise and experience. \n

Job Tags

Remote job, Full time, Contract work,

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