Data Analyst - Ops, CS, DTC

Abbott (abbottcareers2 board); United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Abbott's Lingo consumer wearable division seeks a Data Analyst to partner across customer service, operations and DTC channels. You will own reporting, dashboards and performance metrics to reveal customer behavior, drive operational insights and influence decisions.

The role is onsite in Alameda, CA, offering visibility into ecommerce trends and opportunities to improve the customer experience through scalable analytics and data governance.

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, e‑commerce analytics or related fields.
• Experience building dashboards, scorecards and executive-level reporting.

Responsibilities

• Own customer service analytics and reporting, delivering insights into performance, customer behaviour and operational effectiveness.
• Analyze key customer service metrics including contact volume, case resolution, escalations, response times, customer satisfaction, and root causes of customer issues.
• Develop and maintain dashboards, scorecards and reporting packages that provide actionable business insights and support decision‑making.
• Collaborate cross‑functionally with Customer Service, Operations, Supply Chain, Ecommerce, Marketing and fulfillment teams to improve reporting visibility and data integrity.

Skills

Dashboards & reporting

Data analysis

Cross‑functional collaboration

Education

Bachelor's degree

Job description

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.

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. This role sits at the center of data, insights, and decision‑making, providing visibility into customer behaviour, operational performance, and e‑commerce 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.

What You'll Work On

• Own customer service analytics and reporting, delivering insights into performance, customer behaviour 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 analysing 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 organisation.

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, e‑commerce analytics or related fields.
• Experience building dashboards, scorecards and executive‑level reporting.