Sr. Customer Experience Data Analyst
About The Position
OnTrac is hiring a Senior Customer Experience Data Analyst! Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S. This position may be performed remotely in states where the company is authorized to employ individuals. The Senior Customer Experience Data Analyst supports OnTrac’s Customer Control Tower by delivering reporting, analysis, and actionable insights that improve customer experience and operational performance. This role partners closely with Operations, Customer Experience, and Control Tower leadership to monitor performance, support escalations, identify risks and trends, and create customer-facing reporting for business reviews, white glove programs, and strategic customer initiatives. Success in this role combines strong data capability with a customer-focused mindset, helping teams understand what is happening, where risks are emerging, and what actions can improve service outcomes.
Requirements
- 5+ years in analytics, business intelligence, or operations analysis, preferably in warehouse fulfillment, logistics, supply chain, e-commerce, or a similar environment
- Expert-level ability to build insights using large, complex data sets
- Strong SQL skills with the ability to pull, validate, and interpret operational data
- Familiarity with warehouse systems and operational event data, including WMS scan events, exception codes, labor tracking, and station performance
Nice To Haves
- You are passionate about data and understand its ability to create value for customers, operations, and leadership teams.
- You are highly curious and excited to dive into complex operational problems to uncover meaningful insights.
- You are self-driven and proactive, comfortable operating with ownership and ambiguity in a fast-paced environment.
- You bring a customer-focused mindset, translating data into insights that improve service outcomes and support strategic customer initiatives.
- You communicate insights clearly, helping stakeholders understand performance, risks, trends, and recommended actions.
Responsibilities
- Develop Control Tower reporting: Build and maintain daily, weekly, and monthly reporting for escalations, performance metrics, customer-level insights, and Control Tower operations.
- Support customer-facing materials: Prepare reporting and analysis for MBRs, QBRs, white glove programs, and other customer touchpoints, ensuring accuracy and clear storytelling of operational performance.
- Enable real-time monitoring: Partner with Control Tower Managers to support escalation tracking, accurate data capture, timely updates, and active issue support through relevant operational insights.
- Analyze customer performance: Review performance for top customers, growth accounts, churn-risk customers, and high-priority initiatives to identify trends, risks, and improvement opportunities.
- Maintain reporting accuracy: Ensure consistency and accuracy across dashboards, reports, and customer-facing materials.
- Improve reporting processes: Identify data gaps and opportunities to strengthen Control Tower reporting, monitoring, and visibility.
- Surface trends and root causes: Use available data to identify recurring issues, operational trends, root causes, risks, and opportunities for Control Tower leadership.
Benefits
- Medical, dental, and vision insurance
- Life and short- and long-term disability coverage
- 401(k) retirement savings plan with company match
- Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
- Two (2) floating holidays per year
- Paid sick leave
- Six (6) paid company holidays
- Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
- Additional wellness and employee assistance programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
