Customer Operations Analyst

Double Good • Chicago, IL

125d • $57,500 - $82,000

About The Position

Double Good’s mission is to create joy. We create joy with our delectable and award-winning popcorn. We create joy with our easy-to-use fundraising platform that raises a meaningful amount of money for youth sports and activities, empowering kids to pursue their dreams. We create joy through our Kids Foundation which hosts Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, Double Good is not just about the product; we have a strong social mission. In recent years, Double Good has seen 40% year over year growth, and we’re excited about our future! We’re excited about the possibility of you joining our mission. We are looking for a Customer Operations Analyst to join our growing Customer Operations team.

Requirements

• 3+ years of experience in customer operations, business analytics, or a similar role
• Experience supporting customer success, support, sales, or revenue operations teams
• Familiarity with testing methodologies (e.g., A/B testing) and segmentation is a strong plus
• Experience working with CRM systems (e.g. Hubspot)
• Proficient in SQL and relational databases for data querying and manipulation
• Familiarity with Python or R for advanced analysis and modeling
• Basic knowledge of APIs and data integration
• Expertise in attribution frameworks
• Strong skills in Excel and Looker
• Ability to conduct descriptive, diagnostic, predictive, and prescriptive analytics
• Strong critical thinking, hypothesis formulation, and data storytelling capabilities
• Excellent verbal and written communication; adept at presenting complex findings in compelling narratives to cross-functional peers and leadership
• Proven ability to collaborate with cross-functional teams and influence decisions.
• Strong organizational skills and meticulous attention to data accuracy and reporting standards.
• A data-driven mindset with curiosity about performance drivers and how to improve outcomes continuously.

Responsibilities

• Aggregate data from CRM platforms, data warehouse, revenue systems, and partner platforms to ensure data is accurate, accessible, actionable, and up-to-date.
• Partner with the central data team to communicate data needs, pipelines, and structures required to analyze customer operations effectively.
• Partner with marketing, finance, and product teams to share insights and ensure accuracy.
• Use descriptive, diagnostic, and predictive analytics to uncover trends, identify inefficiencies, and model customer lifetime value, retention, intervention success, impact of customer interactions on flywheel performance, and partnership performance.
• Identify customer segments and support A/B and multivariate testing across retention, cold outreach, and intervention initiatives to improve conversion, engagement, and retention.
• Build dashboards and reports to convey insights clearly to operations and leadership teams.
• Recommend adjustments to improve performance across customer success, support, and partnerships such as: workflow changes, resource allocation, or tooling enhancements.
• Stay current with revenue operations analytics tools and industry best practices to continually enhance data capabilities.
• Help define, enforce, and document measurement frameworks and analytics processes across customer operations.

Benefits

• Medical, dental and vision coverage with plans that can fit each teammate’s needs.
• Immediate vesting in our 401k plan.
• Paid time off.
• Company-paid leaves.
• Popcorn Allowance (yup, free popcorn!).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree