Analyst, Customer Department

1800Contacts; Draper (UT); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Free eye exams for your family

Deep discounts on lenses and glasses

Excellent healthcare coverage

401(k) match

Flexible PTO

Tuition reimbursement

Job summary

SeekWell is seeking an Analyst to lead the Customer Department's financial planning, LRPs, and performance analysis across inbound, outbound, digital channels, and prescription verification. You will bridge channel data with finance, present to leaders, and guide strategic decisions.

The role requires 3–5 years in Operations Analytics, strong Excel modeling, and the ability to build LRPs and P&Ls while partnering with finance and operations.

Qualifications

• 3–5 years of professional experience in Operations Analytics, focusing on Business Planning or Operational Finance.
• Ability to connect daily operational metrics to financial outcomes.
• Experience building LRPs, annual budgets, forecasts, and department P&Ls.

Responsibilities

• Analyze KPIs across all channels and link operational performance to financial results.
• Lead departmental financial planning, budgeting, forecasts, and LRPs for the Customer Department.
• Build and analyze P&Ls at the department and channel levels to track cost alignment.
• Present forecasts and findings to executive leadership and defend model assumptions.

Skills

Advanced Excel

SQL

Forecasting

Operational Finance

Education

Bachelor's degree in Finance/ Economics/ Business

Tools

Databricks

Python

Job description

Who we are

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Why you want this job

In this 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. The new Analyst will provide actionable analytics across all four channels—Inbound Phone, Outbound Phone, Digital Channels (Chat, MMS, Email), and Prescription Verification—serving as a vital bridge between complex channel data, financial strategy, and executive decision-making.

What you’ll do

• Be an integral part of a small team that analyzes inboundphone, outboundphone, 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 departmentbudget.
• 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.

What you’ll need

• 3-5 years of professional experience in Operations Analytics, specifically focused on Business Planning or Operational Finance functions.
• Proven ability to connect daily operational metrics to financial outcomes.
• 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.

Perks

• Free eye exams for your entire family
• Deep discounts on lenses, glasses, and other services
• Amazing 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

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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