Senior Data Analyst, Customer Operations

About the role

This role is embedded in Customer Operations and involves building the CS Analytics function. Key responsibilities include:

• Building trusted reporting and operational insights for retention, expansion, customer health, and support efficiency.
• Partnering with Customer Operations leadership, Product, Finance (RevOps), and Data Engineering to deliver results.
• Translating ambiguous questions into clear measurement frameworks, forecasting models, and actionable reporting.
• Adopting AI-enabled analytics and automation to reduce manual work and improve decision quality.

Responsibilities

Key responsibilities include:

• Defining and maintaining core metrics and business definitions across the customer lifecycle.
• Creating operational metrics and dashboards that are easy to use and drive action.
• Building and iterating on dashboards, KPI scorecards, and operational reporting.
• Developing and operationalizing churn and renewal risk analyses and models.
• Implementing AI-driven workflows to reduce manual analysis and speed up decision-making.
• Communicating insights with clear narratives that influence decisions across technical and non-technical audiences.

Requirements

Requirements include:

• 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.
• Strong SQL skills and experience working with analytical datasets and BI tools (Looker, Tableau, etc.).
• 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

Qualifications include:

• Experience working in a B2C subscription or membership-based business (e.g., SaaS, media, streaming, or consumer subscription).
• Familiarity 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

Skills include:

• Deeply analytical thinking and problem-solving.
• Ability to operate in a fast-moving environment with evolving priorities.
• Technical skills combined with an operator’s mindset.
• Clear communication with both technical and non-technical partners.
• Strong foundation in statistics and experimental thinking.
• Comfort working independently in an environment with evolving priorities.

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. Benefits include:

• 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.
• Retail 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.