Operations and Logistics Data Analyst

Key Responsibilities

• Dashboard Development & Reporting: Build, automate and maintain dashboards across CX performance, domestic and international operations, logistics, and fulfillment cost performance. Develop and automate core reporting.
• Operations & Logistics Analytics: Analyze fulfillment performance data across 3PLs (Flexport, Passport Global) and carriers to identify cost, efficiency, and quality trends for Supply Chain analytics.
• Identify emerging operational issues through data before they escalate - proactively flag risks to leadership
• Monitor inbound supply chain metrics (PO receipt accuracy, vendor performance etc) and support the build out of the cost to serve model, connecting CX, fulfillment, returns, and shipping costs
• Data Integrity & Process Improvement: Own the quality, accuracy, and consistency of all operational data across reporting systems. Identify gaps in data collection or reporting infrastructure and propose scalable solutions
• Partner with Data Engineering to evolve the overall data architecture as the business scales into new markets and 3PL relationships
• CX & Customer Impact Reporting: Build and maintain dashboards for Customer Experience business function covering ticket volume, SLA performance, contact drivers, agent productivity etc
• Partner with BI and Customer Data Analysts to develop LTV and retention reporting that connects CX resolution quality to repeat purchase rate and customer lifetime value
• Support conversation intelligence initiatives with Siena to auto cluster ticket themes and surface sentiment trends
• Build predictive models to forecast ticket volume, return rates, and backlog risk based on order volume, promotions, and product launches

Qualifications

• 3-5+ years of experience in data analytics, business intelligence, or operations reporting, preferably in ecommerce, retail, or logistics
• Strong understanding of ecommerce fulfillment operations including inbound, outbound, returns, and carrier performance
• Familiarity with CX platforms such as Gorgias or Zendesk is a plus
• Exceptional ability to tell an easily digestible story from complex analysis and datasets
• Curious and proactive with an analytical mindset. This candidate does further than reporting - they want to know “why” and how to apply their findings to the business
• Self-starter who can manage multiple priorities and deadlines without heavy oversight