Data Analyst - Ops, CS, DTC

Thornton Tomasetti; Alameda (CA); On-site; USD 90,000 - 180,000; Full time

Job summary

Abbott is seeking a Data Analyst to partner across Customer Service, Operations, and DTC channels. You will own reporting, dashboards, and performance metrics to identify opportunities and improve the customer experience.

The role requires building scalable analytics, working with multiple data sources, and delivering data-driven insights to various teams in Alameda, CA. Onsite work and strong Tableau skills are essential.

Qualifications

• Bachelor's degree in a related field.
• 5+ years of analytics experience in business/operations/customer service/ecommerce.
• Experience building dashboards, scorecards, and executive reporting.
• Strong ability to analyze performance data across operations and customers.
• Experience partnering with cross-functional teams to deliver reporting solutions.

Responsibilities

• Own customer service analytics and reporting, delivering insights into performance and customer behavior.
• Develop and maintain dashboards and scorecards for decision-making.
• Monitor OTIF, order fulfillment, inventory health, and shipping performance.
• Collaborate with cross-functional teams to improve data visibility and integrity.
• Provide ad hoc analyses to support growth initiatives and strategic projects.
• Identify trends, risks, and opportunities impacting customer experience, inventory position, and operational efficiency.
• Collaborate cross-functionally with Customer Service, Operations, Supply Chain, Ecommerce, Marketing, and fulfillment teams to improve reporting visibility and data integrity.
• Build automated, scalable reporting solutions and establish consistent metric definitions and reporting standards.
• Support website and DTC analytics by analyzing traffic, customer journeys, conversion rates, engagement, funnel performance, and retention trends.
• Provide ad hoc analysis and data-driven recommendations to support growth initiatives, business reviews, and strategic projects.
• Investigate data issues, reporting discrepancies, and business questions to ensure data accuracy and confidence.
• Champion data governance, business intelligence, and a data-driven culture by making insights accessible and actionable across the organization.

Skills

Tableau

Dashboards

Data analysis

Cross-functional

Executive reporting

Education

Bachelor's degree

Tools

Tableau

SQL

Excel

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION: Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life.

You’ll also have access to:

Career development with an international company where you can grow the career you dream of.

Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

An excellent retirement savings plan with a high employer contribution.

Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity Lingo, Abbott's consumer wearable division, brings continuous glucose monitoring (CGM) technology to everyday consumers, combining biosensor data, real-time analytics, and personalized insights to help people live fuller, healthier lives.

The Lingo team embodies a start-up culture and mindset with the backing of Abbott, a company with a rich history of healthcare innovation.

We're looking for a Data Analyst to serve as a critical analytical partner across customer service, operations, and direct-to-consumer (DTC) channels.

Reporting to the Director, DTC, Operations, Customer Service & PMO, this individual will own the development and maintenance of key reporting, dashboards, and performance metrics that enable teams to identify opportunities, solve problems, and improve the customer experience.

You will work cross-functionally with Customer Service, Operations, Ecommerce, Marketing, Supply Chain, and external partners to transform data into actionable insights.

The ideal candidate is highly analytical, comfortable working across multiple datasets and systems, and passionate about building scalable reporting solutions that improve visibility and decision making.

If you're motivated by turning complex data into meaningful business insights and enjoy influencing outcomes through analytics, this role provides significant ownership and impact.

This is an onsite opportunity in Alameda, CA.

What You’ll Work On

Own customer service analytics and reporting, delivering insights into performance, customer behavior, and operational effectiveness.

Analyze key customer service metrics including contact volume, case resolution, escalations, response times, customer satisfaction, and root causes of customer issues.

Partner with Customer Service leadership to identify process improvement opportunities and enhance the customer experience.

Develop and maintain dashboards, scorecards, and reporting packages that provide actionable business insights and support decision-making.

Monitor and report on operational performance metrics, including OTIF, order fulfillment, inventory health, backorders, and shipping performance.

Identify trends, risks, and opportunities impacting customer experience, inventory position, and operational efficiency.

Collaborate cross-functionally with Customer Service, Operations, Supply Chain, Ecommerce, Marketing, and fulfillment teams to improve reporting visibility and data integrity.

Build automated, scalable reporting solutions and establish consistent metric definitions and reporting standards.

Support website and DTC analytics by analyzing traffic, customer journeys, conversion rates, engagement, funnel performance, and retention trends.

Provide ad hoc analysis and data-driven recommendations to support growth initiatives, business reviews, and strategic projects.

Investigate data issues, reporting discrepancies, and business questions to ensure data accuracy and confidence.

Champion data governance, business intelligence, and a data-driven culture by making insights accessible and actionable across the organization.

Required Qualifications

Bachelor's degree required; Business Analytics, Statistics, Supply Chain, Economics, Information Systems, or related field preferred.

5+ years of experience in business analytics, operations analytics, customer service analytics, ecommerce analytics, or related fields.

Experience building dashboards, scorecards, and executive-level reporting.

Strong experience analyzing operational, customer, and commercial performance data.

Experience partnering with cross-functional teams to translate business needs into reporting and analytical solutions.

Experience managing large datasets and working with multiple data sources.

Tableau experience required.

Preferred Qualifications

Experience supporting DTC or Ecommerce business models.

Experience analyzing customer service performance metrics and consumer behavior.

Experience with inventory management, fulfillment, or supply chain reporting.

Experience developing executive dashboards and KPI frameworks.

Experience supporting customer experience improvement initiatives through analytics.

Experience working with data visualization and business intelligence platforms.

Experience in healthcare, medical device, wellness, or consumer products industries.

Experience working in fast-paced, high-growth environments.

The base pay for this position is $90,000.00 – $180,000.00

JOB FAMILY: Sales Support & Administration

DIVISION: LNGO Lingo

LOCATION: United States > Alameda : 2901 Harbor Bay Parkway

ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: No MEDICAL SURVEILLANCE: No SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more.

With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life.

Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people.

They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.