Customer Operations Analyst

Double Good’s mission is to create joy. We create joy with our delectable and award-winning popcorn. We create joy with our easy-to-use fundraising platform that raises a meaningful amount of money for youth sports and activities, empowering kids to pursue their dreams. We create joy through our Kids Foundation which hosts Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, Double Good is not just about the product; we have a strong social mission.

In recent years, Double Good has seen 40% year over year growth, and we’re excited about our future! We’re excited about the possibility of you joining our mission. We are looking for a Customer Operations Analyst to join our growing Customer Operations team.

Location - This is a hybrid role with on-site presence required every Wednesday and Thursday at our downtown office, and additional on-site days as needed.

About the role:

Job Purpose:  To empower Double Good’s customer-facing teams by transforming operational data into actionable insights. The Customer Operations Analyst synthesizes data across partnerships, customer success, market development, revenue operations, and support to evaluate performance, guide strategy, assist with attribution, optimize processes, and improve customer outcomes. This role is highly analytical and constantly-changing, requiring comfort with a variety of projects, ambiguity, and communicating results to senior leadership.

Scope and Range:  

• Supports customer-facing teams across the entire customer lifecycle, from acquisition to retention.
• Collaborates with the central data function to ensure metrics are clearly defined and data is accessible.
• Operates independently on data collection, cleaning, analysis, and visualization to translate insights into action.
• Ensures consistent measurement standards and best practices in reporting across customer operations..

Responsibilities: 

Data Collection & Integration

• Aggregate data from CRM platforms, data warehouse, revenue systems, and partner platforms to ensure data is accurate, accessible, actionable, and up-to-date.

Cross-Functional Collaboration

• Partner with the central data team to communicate data needs, pipelines, and structures required to analyze customer operations effectively. Partner with marketing, finance, and product teams to share insights and ensure accuracy.

Analysis & Insights

• Use descriptive, diagnostic, and predictive analytics to uncover trends, identify inefficiencies, and model customer lifetime value, retention, intervention success, impact of customer interactions on flywheel performance, and partnership performance..

Segmentation & Testing

• Identify customer segments and support A/B and multivariate testing across retention, cold outreach, and intervention initiatives to improve conversion, engagement, and retention.

Visualization & Reporting

• Build dashboards and reports to convey insights clearly to operations and leadership teams.

Process Optimization

• Recommend adjustments to improve performance across customer success, support, and partnerships such as: workflow changes, resource allocation, or tooling enhancements.

Trend Monitoring

• Stay current with revenue operations analytics tools and industry best practices to continually enhance data capabilities.

Standards & Governance

• Help define, enforce, and document measurement frameworks and analytics processes across customer operations.

Experience & Skills we value:

• 3+ years of experience in customer operations, business analytics, or a similar role
• Experience supporting customer success, support, sales, or revenue operations teams
• Familiarity with testing methodologies (e.g., A/B testing) and segmentation is a strong plus
• Experience working with CRM systems (e.g. Hubspot)
• Proficient in SQL and relational databases for data querying and manipulation
• Familiarity with Python or R for advanced analysis and modeling
• Basic knowledge of APIs and data integration
• Expertise in attribution frameworks
• Strong skills in Excel and Looker
• Ability to conduct descriptive, diagnostic, predictive, and prescriptive analytics
• Strong critical thinking, hypothesis formulation, and data storytelling capabilities