Data Analytics Lead — Ops, CS & DTC

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

Benefits offered by this job

Medical coverage

Retirement plan

Tuition reimbursement

Education benefits (FreeU)

Career development

Job summary

Abbott's Lingo division seeks a Data Analyst to serve as a key analytical partner across customer service, operations, and DTC channels. This onsite Alameda role focuses on building reporting and dashboards to reveal customer behavior, operational performance, and ecommerce trends for better business outcomes.

The candidate will work with multiple teams, own critical metrics, and drive data-driven decision making.

Qualifications

• Bachelor's degree required in a related field such as Business Analytics, Statistics, Supply Chain, Economics, Information Systems.
• 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.

Responsibilities

• 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.

Skills

Tableau

Dashboards

Cross-functional collaboration

Data analysis

Large datasets

Education

Bachelor's degree

Job description

Abbott's Lingo division seeks a Data Analyst to serve as a key analytical partner across customer service, operations, and DTC channels. This onsite Alameda role focuses on building reporting and dashboards to reveal customer behavior, operational performance, and ecommerce trends for better business outcomes.

The candidate will work with multiple teams, own critical metrics, and drive data-driven decision making.