Analyst, Customer Department

About the role

The Analyst will leverage strong analytical, financial, and communication skills to deliver actionable insights on departmental performance to leadership. This position carries high-stakes responsibility for leading the department's financial planning, building Long-Range Plans (LRPs), and managing operational P&Ls.

Responsibilities

• Be an integral part of a small team that analyzes inbound phone, outbound phone, digital communication trends (chat, MMS, email), and prescription verification metrics.
• Lead departmental financial planning and forecasting, driving the creation of annual budgets, quarterly forecasts, and multiyear Long-Range Plans (LRPs) for the Customer Department.
• Analyze Key Performance Indicators (KPIs) across all channels (e.g., service levels, handle times, abandonment rates, NPS scores) to connect operational performance directly to financial outcomes.
• Build, manage, and analyze operational P&Ls at both a holistic Customer Department level and across individual channel departments to track cost alignment and efficiency.
• Present financial forecasts, operational findings, and performance metrics to executive leadership on a regular, recurring cadence, confidently defending model assumptions and handling direct Q&A.
• Manage budget vs. actuals tracking across the department to identify cost-alignment opportunities and support strategic decision making.
• Evaluate compensation structures and model incentive pay programs, analyzing their impact on employee performance, retention, and the overall department budget.
• Provide dedicated analytical and financial support to customer department leadership, delivering actionable insights to guide strategic direction across all communication channels.
• Be an analytical bridge between front-line customer service, the prescription verification department, finance, and executive leadership.
• Build, maintain, and optimize complex financial and operational models, data trackers, and recurring performance reports using advanced Microsoft Excel functionality.

Requirements

• 3-5 years of professional experience in Operations Analytics, specifically focused on Business Planning or Operational Finance functions.
• Solid experience in business planning, including building operational forecasts, developing Long-Range Plans (LRPs), and interpreting/managing department-level P&Ls.
• Strong cross-functional partnership skills, with the fluency and confidence to partner directly with our corporate finance team and converse seamlessly with financial professionals.
• Advanced, high-level Microsoft Excel proficiency with deep knowledge of building sophisticated operational models, manipulating large datasets, and optimizing complex spreadsheet workflows.
• Superb analytical skills with a sharp focus on operational efficiency, budget analysis, and cost drivers.
• Exceptional communication, presentation skills, and strong professional presence.
• You must be comfortable presenting high-stakes data to executive stakeholders and confidently navigating discussions or pushback.
• Prior analytical experience mapping performance data, contact center metrics, or compensation/incentive structures.
• Ability to manage projects and prioritize multiple fast-moving tasks independently.
• Self-motivated and able to work independently to solve complex data puzzles in a dynamic environment.
• The desire to be an integral member of a small team that provides essential operational support to our Omnichannel Contact Center and Prescription Verification leaders.
• Familiarity or experience with SQL and Databricks is a bonus but not required.

Qualifications

• Proven ability to connect daily operational metrics to financial outcomes.
• Advanced, high-level Microsoft Excel proficiency with deep knowledge of building sophisticated operational models, manipulating large datasets, and optimizing complex spreadsheet workflows.
• Superb analytical skills with a sharp focus on operational efficiency, budget analysis, and cost drivers.
• Exceptional communication, presentation skills, and strong professional presence.
• You must be comfortable presenting high-stakes data to executive stakeholders and confidently navigating discussions or pushback.
• Ability to manage projects and prioritize multiple fast-moving tasks independently.
• Self-motivated and able to work independently to solve complex data puzzles in a dynamic environment.
• The desire to be an integral member of a small team that provides essential operational support to our Omnichannel Contact Center and Prescription Verification leaders.
• Familiarity or experience with SQL and Databricks is a bonus but not required.

Skills

• Strong analytical skills.
• Advanced Microsoft Excel proficiency.
• Excellent communication and presentation skills.
• Experience with SQL and Databricks (optional).

Benefits

• Free eye exams for your entire family
• Deep discounts on lenses, glasses, and other services
• Affordable healthcare coverage
• 401(k) match
• Flexible PTO
• Tuition reimbursement program
• In-house restaurant with highly discounted meals (Steak dinner under $6)
• Free snacks, ice cream, and drinks every day
• Full onsite gym

Pay

Competitive salary commensurate with experience.

Schedule

Full-time position.