{"schemaVersion":"jobsearcher.job.v1","id":"15216cb6e1d692bd57d97d50","url":"https://jobsearcher.com/jobs/15216cb6e1d692bd57d97d50","canonicalUrl":"https://jobsearcher.com/jobs/15216cb6e1d692bd57d97d50","title":"Senior Data Analyst, Customer Operations","description":"Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd, Slideshare, Everand, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.\nCulture at Scribd, Inc.\nWe support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.\nWe believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.\nSo what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.\nThis posting reflects an approved, open position within the organization.\nAbout the team and role\nScribd is evolving from one of the world’s largest document libraries into a platform where active knowledge building happens. With a library of 300 million documents and over 250 million monthly visitors, our next chapter focuses on helping users move from simply finding information to building deep, actionable understanding.\nAs the first Senior Data Analyst embedded in Customer Operations you will have the unique opportunity to build the CS Analytics function and own analytics and operational insights for the department. You will partner closely with Customer Operations leadership & team, Product, Finance (RevOps), and Data Engineering to build trusted reporting, improve operational rhythms, and drive measurable outcomes across retention, expansion, customer health, and support efficiency.\nIn this role, you will translate ambiguous questions into clear measurement frameworks, forecasting models, and actionable reporting. You will also help the organization adopt AI-enabled analytics and automation to reduce manual work, improve decision quality, and establish strong measurement and governance.\nAbout you\nYou are a deeply analytical thinker who is curious and loves to solve problems. You are comfortable operating in a fast-moving environment with evolving priorities. You combine strong technical skills with an operator’s mindset and can communicate clearly with both technical and non-technical partners.\nYou care deeply about:\nBuilding trusted datasets, definitions, and reporting that teams can rely on.\nTurning ambiguous questions into structured analyses and measurable hypotheses.\nCreating operational metrics and dashboards that are easy to use and drive action.\nApplying AI thoughtfully, with clear success metrics and appropriate governance.\nYou will\nOwn Customer Success and Customer Operations measurement\nDefine and maintain core metrics and business definitions across the customer lifecycle, including onboarding milestones, time-to-value, engagement, customer health, renewals, expansions, and churn.\nCreate clear documentation and enable consistent interpretation across Customer Success Operations, RevOps, Finance,Establish instrumentation and data quality requirements with Data Engineering to ensure reliable sources of truth.\nBuild decision-ready reporting and self-serve analytics\nBuild and iterate on dashboards, KPI scorecards, and operational reporting that support day-to-day execution and executive visibility.\nEnable self-serve analytics with clear definitions, drill paths, and actionable views for CS leaders, managers, and operators.\nCreate automated reporting and proactive alerting for KPI movement and risk signals, such as drops in engagement, support spikes, onboarding delays, and renewal risk.\nCustomer retention, churn, and expansion analytics\nDefine and maintain retention metrics, including logo and revenue churn, GRR and NRR, renewal rates, and cohort retention.\nBuild and operationalize churn and renewal risk analyses and models that surface leading indicators.\nDevelop and iterate on customer health scoring frameworks that combine usage, lifecycle events, support signals, billing signals, and qualitative inputs.\nForecasting and capacity planning\nBuild forecasting models for key planning needs such as renewal volume, renewal risk, churn, expansion pipeline, ticket volume, and staffing capacity for our \\BPO partner\nDefine evaluation approaches such as backtesting, holdouts, calibration, and monitoring, and ensure forecasts remain reliable over time.\nPartner with Customer Operations to translate forecasts into staffing plans, coverage models, and operating cadences.\nAI-enabled automation and productivity\nIdentify and prototype AI-driven workflows that reduce manual analysis and speed up decision-making, such as automated insights, narrative summaries, anomaly detection triage, and stakeholder Q&A.\nDefine success metrics and guardrails for AI-supported analytics, including accuracy, coverage, bias considerations, data privacy, and appropriate human review.\nDrive adoption through enablement, feedback loops, and iteration with cross-functional partners.\nCross-functional partnership and storytelling\nTranslate Customer Success Operations questions into structured analyses and measurable hypotheses.\nCommunicate insights with clear narratives that influence decisions across technical and non-technical audiences.\nBuild strong relationships with CS, Customer Ops, RevOps, Finance, Support, and Data teams to align priorities and execute effectively.\nYou have\n4+ years of experience in analytics, business operations, or business intelligence roles, ideally supporting Customer Success, Customer Operations, RevOps, Support, Sales, Growth, or similar customer-facing functions.\nExperience working in a B2C subscription or membership-based business (e.g., SaaS, media, streaming, or consumer subscription), with hands-on familiarity with subscription metrics like LTV, churn, refund rate, and renewal rates.\nStrong SQL skills and experience working with analytical datasets and BI tools (Looker, Tableau, etc.), with an emphasis on performance, usability, and metric governance.\nComfortable working within an existing Databricks environment, reading gold-layer schemas, running queries, and working with Data Engineering to understand what data is available and how to use it.\nExperience with Python (or similar) for analysis, forecasting, and modeling.\nA track record of building retention, churn, renewal risk, forecasting, or related analyses and translating outputs into business action.\nA strong foundation in statistics and experimental thinking, including hypothesis testing and measurement design.\nStrong communication skills, with the ability to influence stakeholders across technical and non-technical teams.\nComfort working independently in an environment with evolving priorities.\nNice to have\nExperience with customer health scoring, churn modeling, retention and expansion analytics, or lifecycle analytics.\nExperience with analytics engineering practices (for example dbt-style testing, documentation, and semantic layers).\nExperience evaluating or implementing AI or LLM-enabled analytics workflows, including quality measurement and human-in-the-loop processes.\nFamiliarity with SaaS subscription metrics, cohort analysis, and billing systems.\nProficiency with Zendesk or similar customer support platforms, and comfort working directly in support tooling to extract and analyze operational data.\n-\nAt Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States.\n\nIn the state of California, the reasonably expected salary range is between $97,000 [minimum salary in our lowest geographic market within California] to $146,000 [maximum salary in our highest geographic market within California].\n\nIn the United States, outside of California, the reasonably expected salary range is between $80,000 [minimum salary in our lowest US geographic market outside of California] to $138,500 [maximum salary in our highest US geographic market outside of California].\n\nIn Canada, the reasonably expected salary range is between $101,500 CAD[minimum salary in our lowest geographic market] to $129,500 CAD[maximum salary in our highest geographic market].\n\nWe carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.\nWorking at Scribd, Inc.\nAre you currently based in a location where Scribd, Inc. can employ you?\nEmployees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:\n\nUnited States:\nAtlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C.\nCanada:\nOttawa | Toronto | Vancouver\nMexico:\nMexico City\nBenefits at Scribd, Inc.\nScribd Flex (flexible work model)\nComprehensive health, dental, and vision coverage\nMental health support and disability coverage\nGenerous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals\nPaid parental leave and family support benefits\nRetirement matching and employee equity\nLearning and development programs and professional growth opportunities\nWellness and home office stipends\nComplimentary access to the Scribd, Inc. suite of products\nEnterprise access to leading AI tools\nGet to Know Scribd, Inc.\nAbout Scribd, Inc.\nLife at Scribd, Inc.\nWe want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process.\nIf you apply for a job with Scribd or otherwise engage with us in connection with employment (including as an employee, contractor, or other personnel), the personal information we process in that context is subject to our Employee and Applicant Privacy Policy, which is available here.\nScribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.","company":"Scribd","rawCompany":"scribd","city":"Chicago","state":"IL","isRemote":false,"isActive":false,"createdAt":"2026-04-09T09:04:12.807Z","occupations":[{"code":"15-2051.00","title":"Data Scientists","slug":"data-scientists"},{"code":"15-2051.01","title":"Business Intelligence Analysts","slug":"business-intelligence-analysts"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"518210","title":"Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services","slug":"computing-infrastructure-providers-data-processing-web-hosting-and-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Data Analyst, Customer Operations","description":"Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd, Slideshare, Everand, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.\nCulture at Scribd, Inc.\nWe support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.\nWe believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.\nSo what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.\nThis posting reflects an approved, open position within the organization.\nAbout the team and role\nScribd is evolving from one of the world’s largest document libraries into a platform where active knowledge building happens. With a library of 300 million documents and over 250 million monthly visitors, our next chapter focuses on helping users move from simply finding information to building deep, actionable understanding.\nAs the first Senior Data Analyst embedded in Customer Operations you will have the unique opportunity to build the CS Analytics function and own analytics and operational insights for the department. You will partner closely with Customer Operations leadership & team, Product, Finance (RevOps), and Data Engineering to build trusted reporting, improve operational rhythms, and drive measurable outcomes across retention, expansion, customer health, and support efficiency.\nIn this role, you will translate ambiguous questions into clear measurement frameworks, forecasting models, and actionable reporting. You will also help the organization adopt AI-enabled analytics and automation to reduce manual work, improve decision quality, and establish strong measurement and governance.\nAbout you\nYou are a deeply analytical thinker who is curious and loves to solve problems. You are comfortable operating in a fast-moving environment with evolving priorities. You combine strong technical skills with an operator’s mindset and can communicate clearly with both technical and non-technical partners.\nYou care deeply about:\nBuilding trusted datasets, definitions, and reporting that teams can rely on.\nTurning ambiguous questions into structured analyses and measurable hypotheses.\nCreating operational metrics and dashboards that are easy to use and drive action.\nApplying AI thoughtfully, with clear success metrics and appropriate governance.\nYou will\nOwn Customer Success and Customer Operations measurement\nDefine and maintain core metrics and business definitions across the customer lifecycle, including onboarding milestones, time-to-value, engagement, customer health, renewals, expansions, and churn.\nCreate clear documentation and enable consistent interpretation across Customer Success Operations, RevOps, Finance,Establish instrumentation and data quality requirements with Data Engineering to ensure reliable sources of truth.\nBuild decision-ready reporting and self-serve analytics\nBuild and iterate on dashboards, KPI scorecards, and operational reporting that support day-to-day execution and executive visibility.\nEnable self-serve analytics with clear definitions, drill paths, and actionable views for CS leaders, managers, and operators.\nCreate automated reporting and proactive alerting for KPI movement and risk signals, such as drops in engagement, support spikes, onboarding delays, and renewal risk.\nCustomer retention, churn, and expansion analytics\nDefine and maintain retention metrics, including logo and revenue churn, GRR and NRR, renewal rates, and cohort retention.\nBuild and operationalize churn and renewal risk analyses and models that surface leading indicators.\nDevelop and iterate on customer health scoring frameworks that combine usage, lifecycle events, support signals, billing signals, and qualitative inputs.\nForecasting and capacity planning\nBuild forecasting models for key planning needs such as renewal volume, renewal risk, churn, expansion pipeline, ticket volume, and staffing capacity for our \\BPO partner\nDefine evaluation approaches such as backtesting, holdouts, calibration, and monitoring, and ensure forecasts remain reliable over time.\nPartner with Customer Operations to translate forecasts into staffing plans, coverage models, and operating cadences.\nAI-enabled automation and productivity\nIdentify and prototype AI-driven workflows that reduce manual analysis and speed up decision-making, such as automated insights, narrative summaries, anomaly detection triage, and stakeholder Q&A.\nDefine success metrics and guardrails for AI-supported analytics, including accuracy, coverage, bias considerations, data privacy, and appropriate human review.\nDrive adoption through enablement, feedback loops, and iteration with cross-functional partners.\nCross-functional partnership and storytelling\nTranslate Customer Success Operations questions into structured analyses and measurable hypotheses.\nCommunicate insights with clear narratives that influence decisions across technical and non-technical audiences.\nBuild strong relationships with CS, Customer Ops, RevOps, Finance, Support, and Data teams to align priorities and execute effectively.\nYou have\n4+ years of experience in analytics, business operations, or business intelligence roles, ideally supporting Customer Success, Customer Operations, RevOps, Support, Sales, Growth, or similar customer-facing functions.\nExperience working in a B2C subscription or membership-based business (e.g., SaaS, media, streaming, or consumer subscription), with hands-on familiarity with subscription metrics like LTV, churn, refund rate, and renewal rates.\nStrong SQL skills and experience working with analytical datasets and BI tools (Looker, Tableau, etc.), with an emphasis on performance, usability, and metric governance.\nComfortable working within an existing Databricks environment, reading gold-layer schemas, running queries, and working with Data Engineering to understand what data is available and how to use it.\nExperience with Python (or similar) for analysis, forecasting, and modeling.\nA track record of building retention, churn, renewal risk, forecasting, or related analyses and translating outputs into business action.\nA strong foundation in statistics and experimental thinking, including hypothesis testing and measurement design.\nStrong communication skills, with the ability to influence stakeholders across technical and non-technical teams.\nComfort working independently in an environment with evolving priorities.\nNice to have\nExperience with customer health scoring, churn modeling, retention and expansion analytics, or lifecycle analytics.\nExperience with analytics engineering practices (for example dbt-style testing, documentation, and semantic layers).\nExperience evaluating or implementing AI or LLM-enabled analytics workflows, including quality measurement and human-in-the-loop processes.\nFamiliarity with SaaS subscription metrics, cohort analysis, and billing systems.\nProficiency with Zendesk or similar customer support platforms, and comfort working directly in support tooling to extract and analyze operational data.\n-\nAt Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States.\n\nIn the state of California, the reasonably expected salary range is between $97,000 [minimum salary in our lowest geographic market within California] to $146,000 [maximum salary in our highest geographic market within California].\n\nIn the United States, outside of California, the reasonably expected salary range is between $80,000 [minimum salary in our lowest US geographic market outside of California] to $138,500 [maximum salary in our highest US geographic market outside of California].\n\nIn Canada, the reasonably expected salary range is between $101,500 CAD[minimum salary in our lowest geographic market] to $129,500 CAD[maximum salary in our highest geographic market].\n\nWe carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.\nWorking at Scribd, Inc.\nAre you currently based in a location where Scribd, Inc. can employ you?\nEmployees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:\n\nUnited States:\nAtlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C.\nCanada:\nOttawa | Toronto | Vancouver\nMexico:\nMexico City\nBenefits at Scribd, Inc.\nScribd Flex (flexible work model)\nComprehensive health, dental, and vision coverage\nMental health support and disability coverage\nGenerous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals\nPaid parental leave and family support benefits\nRetirement matching and employee equity\nLearning and development programs and professional growth opportunities\nWellness and home office stipends\nComplimentary access to the Scribd, Inc. suite of products\nEnterprise access to leading AI tools\nGet to Know Scribd, Inc.\nAbout Scribd, Inc.\nLife at Scribd, Inc.\nWe want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process.\nIf you apply for a job with Scribd or otherwise engage with us in connection with employment (including as an employee, contractor, or other personnel), the personal information we process in that context is subject to our Employee and Applicant Privacy Policy, which is available here.\nScribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.","datePosted":"2026-04-09T09:04:12.807Z","dateModified":"2026-04-09T09:04:12.807Z","hiringOrganization":{"@type":"Organization","name":"Scribd","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Chicago","addressRegion":"IL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"15216cb6e1d692bd57d97d50"},"url":"https://jobsearcher.com/jobs/15216cb6e1d692bd57d97d50"}}