About the Role:

We’re looking for an Operations Analyst who leads with curiosity and communication. This role sits within our Operations organization, with a primary focus on supporting our Customer Relations teams. The ideal candidate is deeply data fluent, translates complex business questions into clear insights, and has the interpersonal intelligence to understand what stakeholders need and the drive to deliver independently.

You'll report to the Senior Manager, Operations Analytics and work onsite 3+ days a week from our Santa Ana, CA office.

What You’ll Do:

• Embed yourself in our Operations teams to understand how they work and what they need to succeed, then build the reporting and analysis that supports them.

• Work from the stakeholder backwards: listen closely, ask the right questions, and translate business needs into actionable reporting and analysis.

• Build and maintain dashboards and reports that are clear, robust, and accessible to non-technical audiences.

• Support Customer Relations with reporting on call center performance, customer trends, and service quality.

• Partner with broader operations leadership on analytics around resourcing, throughput, and operational performance.

• Leverage data across internal systems to identify trends, inform recommendations, and guide projects from scoping through delivery.

• Train team members on data tools and best practices to build broader analytical self-sufficiency.

Who You Are:

• 5+ years in operations or business analytics, with experience spanning both customer-facing and production or supply chain functions.

• Broadly data fluent, comfortable across multiple data sources, tools, and systems.

• Proficient in SQL; experienced with visualization tools such as Lightdash, Tableau, Looker, or similar.

• Stakeholders seek you out because you listen, deliver, and surface the right question, not just the one asked.

• Experience supporting customer service, call center, or CRM-heavy environments.

• Familiar with Salesforce or similar CRM platforms.

• Highly autonomous: you navigate ambiguity, dig in, and deliver without waiting to be directed.

• Advanced proficiency in Google Sheets or Excel; basic familiarity with data modeling concepts.

• BS/MS in a related field, or equivalent experience.

Salary Range: The salary range for this position is $61,396 - $99,678. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.

Reasons To Join Us:

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision

• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits

• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals

• Vacation: All salaried employees are eligible for flexible time-off

• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

• Employee Discounts: Employees receive discounts on select grading services for approved submissions

• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities