Operations Analyst

IQ Fiber•Jacksonville, FL

About The Position

A Smarter Career Choice Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here. We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice. IQ Fiber is seeking a highly analytical and operationally focused Analytics Operations Analyst to support data-driven decision-making. This role sits at the intersection of analytics and operations, serving as a key partner to technical operations, customer support, and leadership. The ideal candidate will be responsible for owning intake prioritization of analytics requests by business impact and KPI alignment, reporting data from our OSS/BSS platform (gaiia), and delivering actionable insights through daily KPI reporting, operational analysis, and performance tracking. This is a hands-on role in a fast-paced, scaling environment where data is critical to execution and growth.

Requirements

Bachelor’s degree in Computer Science, Data Analytics, Engineering, or related field
3+ years of experience in in analytics, operations, or business intelligence roles
Strong SQL skills and experience with modern data stack tools (e.g. Snowflake)
Experience working with operational data and KPI reporting in a fast-paced environment
Ability to translate data into clear insights and recommendations for non-technical stakeholders
Strong attention to detail and ability to manage multiple priorities
Strong ability to perform root-cause analysis and communicate recommendations with clear business impact.

Responsibilities

Own and manage the incoming data and reporting requests, including prioritization and ticket clarity
Monitor data quality across systems (Snowflake, OSS/BSS, external platforms)
Facilitate requirements gathering sessions, provide regular status updates on deliverables, and act as a bridge between technical and non-technical teams
Build and maintain dashboards for real-time operational visibility, supporting day-to-day operations and troubleshooting data/process issues
Partner with operations teams (technical operations, dispatch, and customer support) to ensure accurate system usage and data integrity
Develop, maintain, and distribute daily, weekly, and monthly KPI reporting (e.g., installs, service tickets, churn, uptime, customer metrics)
Analyze operational performance trends and provide actionable insights to improve efficiency and customer experience
Build and maintain dashboards and reports to enable real-time visibility into key operational metrics
Identify data gaps, inconsistencies, and process inefficiencies; recommend and implement improvements
Collaborate with Analytics, Operations, Finance, and leadership teams to align on data definitions and reporting standards
Lead forecasting and capacity planning efforts through data analysis and trend modeling
Act as a liaison between operations and technical teams to translate business needs into system and reporting enhancements
This role has authority to propose and implement KPI definitions and reporting standards, and to recommend operational changes based on analysis.