Lead Analyst, Global Customer Service – Orthopedics

Jobtailor; Massachusetts; On-site; USD 120,000 - 180,000; Full time

Job summary

Jobtailor in Massachusetts seeks a customer service analytics professional to standardize processes and lead global reporting initiatives. The role emphasizes data storytelling, dashboard development, and cross-functional collaboration across regions.

You will analyze trends, create executive summaries, and partner with CS, operations, and digital teams to deliver analytics solutions. Strong Excel and Power BI skills are required.

Qualifications

• Bachelor's degree in a related field is required.
• Minimum 5 years of experience in supply chain, customer service, or systems management in healthcare/medical devices.
• Strong data storytelling skills are required.
• Experience gathering requirements from cross-functional/global stakeholders.
• Experience automating reporting and improving operational workflows.
• Advanced Excel skills (pivot tables, formulas, data validation).

Responsibilities

• Support standardization of global customer service processes, operating models, and metrics.
• Coordinate with regional stakeholders to track adoption of initiatives and ensure consistent execution.
• Support cross-functional initiatives to improve service efficiency and end-to-end experience.
• Support digital enablement and analytics transformation affecting CS capabilities and tools.
• Design, build, and maintain dashboards and reporting for CS performance and trends.
• Partner with CS leaders, operations, commercial, supply chain, and digital teams to translate needs into analytics solutions.
• Analyze CS data to identify trends, gaps, risks, and opportunities.
• Create executive-ready summaries, insights, and visualizations for leadership decisions.
• Serve as SME for customer service analytics, Power BI, data storytelling, and reporting.

Skills

Data storytelling

Cross-functional collaboration

Time management

Education

Bachelor's degree

Tools

SAP

ERP

CRM

Tableau

SQL

Alteryx

Job description

• Support the standardization of global customer service processes, operating models, and performance metrics across regions
• Coordinate with regional and functional customer service stakeholders to track adoption of strategic initiatives and ensure consistent execution worldwide
• Support cross-functional initiatives improving service efficiency, responsiveness, and end-to-end customer experience
• Support digital enablement and transformation initiatives affecting customer service capabilities, tools, and analytics
• Design, build, and maintain dashboards and reporting tools for global customer service performance, trends, and operational priorities
• Partner with customer service leaders, operations teams, commercial partners, supply chain, and digital teams to understand reporting needs and translate requirements into analytics solutions
• Analyze customer service data to identify trends, gaps, risks, and opportunities
• Create executive-ready summaries, insights, and visualizations to support leadership decision-making
• Serve as a subject matter expert for customer service analytics, Power BI/dashboard development, data storytelling, and performance reporting

Requirements

• Bachelor's degree required (Business, Data Science, Data Analytics, Information Systems, Finance, Supply chain, or related field)
• Minimum of 5 years of experience in supply chain, customer service, systems management within healthcare, medical devices, or related business functions
• Strong data storytelling skills
• Ability to manage multiple priorities and deadlines in a fast-paced, matrixed environment
• Experience working with cross-functional and global stakeholders to gather requirements, align on metrics, and deliver reporting solutions
• Experience simplifying manual processes, automating reporting, or improving operational workflows
• Advanced Excel skills, including pivot tables, formulas, data validation, and large dataset analysis
• Knowledge of SAP, ERP, CRM, Tableau, SQL, Alteryx, or other analytics/reporting tools preferred
• Experience analyzing customer support trends preferred
• Experience creating trend reports, dashboards, and executive summaries preferred
• Strong collaboration and influencing skills in a matrixed global environment preferred
• Experience training and supporting dashboard users preferred
• English required; additional languages preferred
• Up to 10% domestic and international travel
• Microsoft Certified: Power BI Data Analyst Associate - most relevant for dashboard development, data modeling, reporting, and visualization

Core Competencies

Demonstrates expertise in customer service analytics, data storytelling, and dashboard development using Power BI. Proficient in analyzing trends and operational metrics to enhance service efficiency and support leadership decision-making.

Highest-signal resume keywords

• Customer Service Analytics
• Power BI Dashboard Development
• Data Storytelling
• Advanced Excel Skills
• Cross-Functional Collaboration

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Trend Reporting
• Operational Workflow Improvement
• Performance Reporting
• Data Visualization

Soft Skills

• Collaboration
• Influencing
• Time Management

Certifications & Qualifications

• Microsoft Certified: Power BI Data Analyst Associate

Industry Keywords

• Supply Chain
• Customer Service
• Healthcare
• Medical Devices
• Data Analytics

Tools & Technologies

• SAP
• ERP
• CRM
• Tableau
• SQL
• Alteryx