Senior Data Analyst, Customer Operations
About the role
This posting reflects an approved, open position within the organization.
Responsibilities
- Build the CS Analytics function and own analytics and operational insights for the department.
- Partner closely with Customer Operations leadership & team, Product, Finance (RevOps), and Data Engineering to build trusted reporting, improve operational rhythms, and drive measurable outcomes across retention, expansion, customer health, and support efficiency.
- Translate ambiguous questions into clear measurement frameworks, forecasting models, and actionable reporting.
- Help the organization adopt AI-enabled analytics and automation to reduce manual work, improve decision quality, and establish strong measurement and governance.
Requirements
- 4+ years of experience in analytics, business operations, or business intelligence roles, ideally supporting Customer Success, Customer Operations, RevOps, Support, Sales, Growth, or similar customer-facing functions.
- Experience working in a B2C subscription or membership-based business (e.g., SaaS, media, streaming, or consumer subscription), with hands-on familiarity with subscription metrics like LTV, churn, refund rate, and renewal rates.
- Strong SQL skills and experience working with analytical datasets and BI tools (Looker, Tableau, etc.), with an emphasis on performance, usability, and metric governance.
- Comfortable working within an existing Databricks environment, reading gold-layer schemas, running queries, and working with Data Engineering to understand what data is available and how to use it.
- Experience with Python (or similar) for analysis, forecasting, and modeling.
- A track record of building retention, churn, renewal risk, forecasting, or related analyses and translating outputs into business action.
- A strong foundation in statistics and experimental thinking, including hypothesis testing and measurement design.
- Strong communication skills, with the ability to influence stakeholders across technical and non-technical teams.
- Comfort working independently in an environment with evolving priorities.
Qualifications
- Experience with customer health scoring, churn modeling, retention and expansion analytics, or lifecycle analytics.
- Experience with analytics engineering practices (for example dbt-style testing, documentation, and semantic layers).
- Experience evaluating or implementing AI or LLM-enabled analytics workflows, including quality measurement and human-in-the-loop processes.
- Familiarity with SaaS subscription metrics, cohort analysis, and billing systems.
- Proficiency with Zendesk or similar customer support platforms, and comfort working directly in support tooling to extract and analyze operational data.
Skills
- Deeply analytical thinker who is curious and loves to solve problems.
- Comfort operating in a fast-moving environment with evolving priorities.
- Combine strong technical skills with an operator’s mindset and can communicate clearly with both technical and non-technical partners.
- Care deeply about building trusted datasets, definitions, and reporting that teams can rely on.
- Turn ambiguous questions into structured analyses and measurable hypotheses.
- Create operational metrics and dashboards that are easy to use and drive action.
- Apply AI thoughtfully, with clear success metrics and appropriate governance.
Benefits
At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location.
In the state of California, the reasonably expected salary range is between $97,000 [minimum salary in our lowest geographic market within California] to $146,000 [maximum salary in our highest geographic market within California].
In the United States, outside of California, the reasonably expected salary range is between $80,000 [minimum salary in our lowest US geographic market outside of California] to $138,500 [maximum salary in our highest US geographic market outside of California].
In Canada, the reasonably expected salary range is between $101,500 CAD[minimum salary in our lowest geographic market] to $129,500 CAD[maximum salary in our highest geographic market].
We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs.
The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply.
This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.
Working at Scribd, Inc.
Are you currently based in a location where Scribd, Inc. can employ you? Employees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:
- United States Atlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C.
- Canada Ottawa | Toronto | Vancouver
- Mexico Mexico City
Benefits At Scribd, Inc.
Scribd Flex (flexible work model)
Comprehensive health, dental, and vision coverage
Mental health support and disability coverage
Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
Paid parental leave and family support benefits
Retirement matching and employee equity
Learning and development programs and professional growth opportunities
Wellness and home office stipends
Complimentary access to the Scribd, Inc. suite of products
Enterprise access to leading AI tools
Get to Know Scribd, Inc.
About Scribd, Inc.
Life at Scribd, Inc.