Sr. Customer Service Reports Analyst

Sr. Customer Service Reports Analyst

Born from a mission to make prescription eyewear affordable and accessible to everyone, Zenni Optical has been changing the way people see the world since 2003. With complete prescription pairs for adults and kids starting at under $10, we've grown into a global brand with over 51 million pairs of glasses sold — and counting!

Based in the San Francisco Bay Area, we're proud to be the Official Eyewear of the San Francisco 49ers, Boston Celtics, Monster Jam, Ghost Gaming, TSM, Major League Pickleball and more. We've also partnered with tastemakers and designers like Chase Stokes, Jrue Holiday, and George and Claire Kittle to bring our brand to life in bold, meaningful ways.

Innovation is at the heart of everything we do at Zenni — from our revolutionary EyeQLenz™ with Zenni ID Guard™ glasses to our cutting-edge VR Vision Screener, we're constantly exploring new ways to improve vision and enhance lives.

Candidate safety is important to us. Please note that all official communication will only be sent from @zennioptical.com addresses.

Position Overview:

Zenni is hiring for a Sr. Customer Service Reports Analyst. The ideal candidate is intellectually curious, data-driven, technical, and business oriented. They will become an expert in our full suite of customer analytics, conduct in depth analysis into contact center metrics, create dashboards for self-servicing KPIs, and build production-grade data models to serve as the foundation for customer analytics. Reporting to the Manager, Voice-of-Customer, the Reports Analyst will partner across the global Customer Service organization and partner with Zenni's Data Engineering team.

Responsibilities:

• Analyze data and metrics on Customer Service team operations and performance
• Regularly report to internal Zenni stakeholders of all levels
• Identify trends to optimize performance
• Build, own, and maintain a system of data models, transforming raw data into aggregated tables that feed into dashboards and ad hoc investigations
• Design metrics and production dashboards using data visualization tools to create visibility into customer service health
• Maintain and iterate on your dashboards to continue to drive increased value through additional business insights
• Monitor business health and deep-dive trends to surface actionable insights and recommendations and then measure results once plans are implemented
• Identify service anomalies based on user interaction patterns to minimize the occurrence of customer complaints
• Interface with cross-functional stakeholders to partner on data-informed strategic decision-making

Basic Qualifications:

• Bachelor's degree with a background in Math, Economics, Statistics, or other quantitative fields
• 2+ years of experience in Data Analytics
• Experience with a data visualization tool (e.g. Looker)
• Excellent verbal and written English communication skills
• Strong problem-solving skills and the ability to propose innovative solutions
• Effective project management skills with the ability to prioritize and manage multiple tasks
• Extensive SQL Skills
• Knowledge of CRM and CCaaS systems and their integration with business processes
• Analytical thinking with a focus on translating data insights into actionable strategies

Perks & Benefits:

• Healthcare
• Generous PTO
• 13th Month Pay
• Monthly De Minimis
• Annual Zenni Gift Card - to use towards our products

We look forward to hearing from you! We strive to build a diverse team of individuals with a broad range of experience and perspectives. We encourage you to apply even if you don't feel you meet all the qualifications.

Zenni Optical is an equal opportunity workplace and considers applications without regard to race, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, disability, or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.