Who we are
Drizly is the world’s largest alcohol marketplace and the best way to shop beer, wine and spirits. Our customers trust us to be part of their lives – their celebrations, parties, dinners and quiet nights at home. We are there when it matters - committed to life’s moments and the people who create them. We partner with the best retail stores in over 1200 cities across North America to serve up the best buying experience. Drizly offers a huge selection and competitive pricing with a side of personalized content. That is what we do. Who we are is a different story.
We are more than just another tech company. There is an intellectual curiosity that occurs at Drizly. We have a desire to question, to understand, to figure it out. Bottom line, we solve it. We value not just the truth but the process to get to the truth, to deliberate, decide and then act. Most importantly, we care. We care about our customer. We care about our company. We care about our team. There will be long days and incredible challenges.
We are blazing a trail in an industry that hasn’t changed in nearly a century, and that doesn’t scare us (well, not all the time) -and even when it does, it doesn’t stop us, it energizes us.
Do you see yourself here? Read on.
Who you are
You’re at the intersection of operations and analytics, and you want to dive deeper into both worlds. You have the operational ability to figure out Drizly’s current customer experience and internal processes, and the product vision and resourcefulness to build Drizly’s roadmap of solutions. You have the empathy to understand our business from the eyes of a customer, retailer, driver, or CX agent, and the business acumen + results driven mindset to improve Drizly’s service standards and bottom line. You have a technical base that mirrors that of a seasoned analyst/data scientist (SQL, python, git, visualization tools, etc).
You love working with teams like Data Science and Business Intelligence to transform raw data into highly actionable business insights, as well as partnering with operations and product teams to turn those insights into action. You also know how to work the other direction - how to implement and manage customer service initiatives to ensure that data collection is seamless and comprehensive. You have a proven track record of success and leadership supporting operations improvements and partnerships in the tech space.
You thrive in a fast-paced, constantly improving, start-up environment that focuses on real-world, customer-centric problems with iterative technical solutions. You have the desire to both drive your own roadmap, as well as enable others to self-serve.
We’d be really impressed if you have experience in eCommerce environments with massive amounts of semi-structured and eventstream data, experience with cloud-based SQL platforms (Redshift, Snowflake), if you’ve implemented third party data sources, set up data pipelines with reporting and testing, or worked on problems involving natural language processing.
What the role is
We are looking for someone to build the future of customer and retailer experience at Drizly. This person will support and optimize existing customer service processes, as well as collaborate on the future product roadmap. This role will be responsible for covering the entirety of pre- and post-order issues that can occur on Drizly, from inventory stockouts, internal or technical Drizly mistakes, customer issues, and store/courier errors. They will incorporate diverse 3rd party data sets (Zendesk, Humanity, Zenefits) with Drizly internal data.
The CX analyst is a critical member of the analytics organization, and will work closely with data science and business intelligence, as well as the CX team and CX focused engineering and product leaders. The CX analyst is certainly responsible for supporting the CX team on a daily basis, but also for the larger vision of how a data architecture, codebase, and best practices for CX analytics should grow with Drizly over time. Ultimately, the CX analyst will determine the ground truth, roadmap, and reporting lens through which Drizly will be enabled to improve and streamline customer support.
In this role you will:
- Support Drizly’s customers, retail partners, and internal Ops+CX team
- Drive Drizly’s core business by process improvements: reduce void and contact rate, increase customer repeat rate and CX efficiency
- Develop and execute internal CX process improvements, including measurement, testing, and implementation
- Drive the analytics roadmap of product improvements to the Drizly customer and retailer experience
- Integrate consumer and operational data sets from multiple internal and external sources
- Maintain and improve the data infrastructure, codebase, and standards of the Analytics Team
- Interface with, mentor, and support the Analytics Team, while improving the internal processes, documentation, standards, workflow of analytics at Drizly
The Other Stuff
- Competitive salary
- One-on-one professional coaching with an external expert
- Health, Dental and Vision Insurance
- Flexible vacation policy
- Commuter benefits
- 401(K) Plan
- Added perks
You do you.
Drizly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.