Staff Analyst

Optimum; New York (NY); On-site; USD 123,000 - 203,000; Full time

Job summary

Optimum is seeking a Staff Data Analyst in New York to deepen understanding of our B2B operations. You will help improve Customer Care and Retention performance through scalable reporting, analysis and insights.

You will work closely with B2B Analytics teams to identify opportunities that reduce churn and improve the customer experience. Responsibilities include building dashboards, KPIs, and predictive insights while partnering with operations to evaluate staffing, workload, and service levels.

Qualifications

• Experience analyzing B2B customer care data and retention metrics.
• Ability to translate business questions into scalable analytics.
• Strong experience presenting findings to senior leadership.

Responsibilities

• Lead analytics supporting B2B Customer Care including support, billing, service, and account management call centers.
• Develop KPIs, scorecards and dashboards to monitor call volumes, handle times, transfers, and satisfaction.
• Identify drivers of customer contacts and suggest process improvements.
• Analyze customer journeys across service, billing and tech support to find friction points.
• Partner with leaders to evaluate staffing, workload trends and productivity.
• Deliver insights that improve customer experience while cutting costs.

Skills

KPI dashboards

Data analysis

Customer insights

Tools

Google Cloud Platform

SQL

Job description

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Staff Analyst

Location: Long Island City, NY, US, 11101

Brand: Optimum

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is no longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

We are looking for a staff data analyst who can quickly gain a deep understanding of our B2B business and help improve visibility into Customer Care and Retention performance through scalable reporting, analysis and insights. You will work closely with members of the B2B Analytics, Care & Retention teams and be responsible for identifying actionable opportunities to drive measurable reductions in customer churn and disconnect rates and improve the customer experience.

Responsibilities

Customer Care Analytics

• Lead analytics efforts supporting the B2B Customer Care organization, including technical support, billing, service, and account management call centers.
• Develop KPIs, scorecards, and dashboards to monitor operational performance across call volumes, handle times, transfers, repeat calls, resolution rates, customer satisfaction, and service quality.
• Identify drivers of customer contacts and recommend process improvements that reduce call volume and improve first-contact resolution.
• Analyze customer journeys across service, billing, and technical support interactions to uncover friction points and opportunities for improvement.
• Partner with operational leaders to evaluate staffing effectiveness, workload trends, service levels, and productivity performance.
• Deliver actionable insights that improve customer experience while optimizing operational efficiency and cost.

Retention & Churn Analytics

• Serve as an analytics partner for the B2B Retention organization.
• Develop and enhance churn reporting, retention scorecards, and customer risk segmentation frameworks.
• Identify leading indicators of customer attrition and proactively surface opportunities to improve customer retention.
• Analyze save rates, disconnect trends, retention offer performance, and CLV.
• Partner with retention leaders to measure and optimize retention strategies, campaigns, and agent performance.
• Support the development of predictive models and business rules to identify customers at risk of churn.

Strategic Analytics & Insights

• Translate business questions into scalable analytical solutions and measurable outcomes.
• Design and implement rigorous analyses to quantify drivers of customer satisfaction, retention, and operational performance.
• Present findings and recommendations to senior leadership in a clear and compelling manner.
• Conduct ad hoc analyses on emerging business challenges and strategic initiatives.
• Create executive-level reporting that enables faster and more informed decision-making.

Data & Technical Leadership

• Leverage large-scale datasets across customer, product, operational, and financial systems.
• Build and maintain trusted data assets, KPI definitions, and reporting solutions.
• Develop scalable data models and analytical workflows within Google Cloud Platform.
• Partner with Data Engineering and Technology teams to improve data quality, accessibility, and governance.
• Establish best practices for reporting, data validation, and analytical methodologies.
• Act as a subject matter expert on all things data and analytics for Customer Care and Retention.

Note: Resumes that appear to have been written using AI will be rejected.

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stop.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $123,379.00 - $202,694.00 / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.

We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.

Nearest Major Market: Brooklyn

Nearest Secondary Market: New York City