Data Analyst - Ops, CS, DTC
Abbott Laboratories
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Benefits offered by this job
Job summary
Abbott Laboratories is seeking a Data Analyst to partner across Customer Service, Operations, and DTC channels. The role centers on developing reporting, dashboards, and metrics to drive better business outcomes and improve the customer experience.
You will work with multiple data sources, transform data into insights, and support growth initiatives through analytics. This onsite Alameda, CA position offers ownership of reporting and data governance.
Qualifications
- Bachelor’s degree in Business Analytics, Statistics, or related field.
- 5+ years of analytics experience in business/operations/ecommerce.
- Experience building dashboards and executive-level reporting.
- Experience partnering with cross-functional teams to translate needs into reporting.
Responsibilities
- Own customer service analytics and reporting, delivering insights into performance and customer behavior.
- Analyze key customer service metrics including contact volume, case resolution, escalations, response times, and satisfaction.
- Develop and maintain dashboards, scorecards, and reporting packages for actionable insights.
- Monitor operational performance metrics such as OTIF, order fulfillment, inventory health, and shipping performance.
- Collaborate cross-functionally with teams to improve reporting visibility and data integrity.
- Build automated, scalable reporting solutions with consistent metric definitions.
Skills
Education
Tools
Job description
Location United States - California - Alameda Category Sales
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.
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 forfree medical coverage in ourHealth Investment Plan (HIP) PPOmedical 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.
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. This role sits at the center of data, insights, and decision-making, providing visibility into customer behavior, operational performance, and ecommerce trends to help drive better business outcomes.
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.
- 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.
- 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.
- 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. In specific locations, the pay range may vary from the range posted.
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
We support our colleagues around the world as they care for themselves and their families with offerings tailored to their unique needs.
We strive to provide environments where all employees feel welcome and able to bring their full selves to work. To do this we integrate diversity, equity, and inclusion across Abbott.
At Abbott, sustainability means managing our efforts so we can help the greatest number of people around the world live fuller lives through better health.
We will notify you about relevant positions, and keep you in mind when we have interesting opportunities.
Abbott welcomes and encourages diversity in our workforce.
EEO (ENGLISH) EEO (SPANISH) PAY TRANSPARENCY NONDISCRIMINATION PROVISION
We provide reasonable workplace accommodations. U.S. residents only: To request accommodation, please call 224-667-0340or email corpjat@abbott.com.
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