3+ years in Operations Analytics, FP&A, or similar role.
Experience managing budgets and developing Long-Range Plans (LRPs).
Strong analytical skills connecting operational metrics to financial outcomes.
Advanced Microsoft Excel expertise for financial modeling and reporting.
Exceptional communication skills to present insights to senior leadership.
Cross-functional collaboration experience with business leaders and Finance.
Strong organizational skills to manage multiple initiatives effectively.
Self-motivated with ownership and problem-solving abilities.
Responsibilities
Own the financial planning process for the Customer Department including budgets and forecasts.
Manage departmental P&Ls, monitoring budget performance and identifying efficiencies.
Analyze operational performance across various channels and connect KPIs to financial outcomes.
Serve as the analytics partner to Customer Department leadership for operational insights.
Build financial models and dashboards for business performance visibility.
Present financial forecasts and strategic recommendations to executives confidently.
Partner with Customer Operations and Finance to align performance with goals.
Model financial impact of compensation programs and measure employee performance.
Benefits
Free eye exams for entire family
Deep discounts on lenses, glasses, and services
Comprehensive healthcare coverage
401(k) matching
Flexible PTO
Tuition reimbursement program
In-house restaurant with discounted meals
Free snacks, ice cream, and drinks daily
Full onsite gym
Full Job Description
What you'll do
Own the financial planning process for the Customer Department, including annual budgets, quarterly forecasts, and multi-year Long-Range Plans (LRPs).
Manage departmental and channel-level P&Ls, monitoring budget vs. actual performance and identifying opportunities to improve efficiency and optimize costs.
Analyze operational performance across inbound phone, outbound phone, digital channels (chat, MMS, email), and prescription verification, connecting KPIs to financial outcomes and business strategy.
Serve as the primary analytics partner to Customer Department leadership, delivering actionable insights that influence operational and financial decision-making.
Build financial models, forecasts, dashboards, and recurring reports that provide leaders with clear visibility into business performance.
Present financial forecasts, operational trends, and strategic recommendations to executive leadership, confidently explaining assumptions and answering questions.
Partner closely with Customer Operations, Finance, and other cross-functional teams to align operational performance with financial goals.
Evaluate compensation and incentive programs, modeling their financial impact and measuring how they influence employee performance, retention, and department budgets.
Continuously identify opportunities to improve reporting, forecasting, and analytical processes through automation and enhanced modeling.
What you'll need
3+ years of experience in Operations Analytics, Business Planning, Financial Planning & Analysis (FP&A), Operational Finance, or a similar analytical role.
Proven experience building forecasts, managing budgets, developing Long-Range Plans (LRPs), and analyzing department-level P&Ls.
Strong analytical skills with the ability to connect operational performance metrics to financial outcomes and business decisions.
Advanced Microsoft Excel skills, including building sophisticated financial models, working with large datasets, and creating efficient reporting tools.
Exceptional communication and presentation skills, with the confidence to present insights and recommendations to senior leaders and executive stakeholders.
Experience partnering cross-functionally with business leaders and Finance to solve complex business problems and influence decisions.
Strong organizational and project management skills, with the ability to prioritize multiple initiatives in a fast-paced environment.
Self-motivated with a high level of ownership, curiosity, and the ability to independently solve complex analytical challenges.
What will make us love you
Experience analyzing contact center or customer operations metrics.
Experience modeling compensation or incentive programs and evaluating their business impact.
Experience with SQL, Databricks, or other data querying and analytics tools.
Experience building dashboards or reporting in BI tools such as Tableau or Power BI.
Experience working in a high-volume customer service or operations environment.
Perks
Free eye exams for your entire family
Deep discounts on lenses, glasses, and other services
Amazing healthcare coverage
401(k) match
Flexible PTO
Tuition reimbursement program
In-house restaurant with highly discounted meals (Steak dinner under $6)
