Business Intelligence Analyst, Customer Experience at Drizly

| Greater Boston Area
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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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • DomoAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

334 Boylston Street, Boston, MA 02116

An Insider's view of Drizly

What’s the vibe like in the office?

Working at Drizly is unlike anywhere I have ever worked before. We are a welcoming bunch of super intelligent people that are all working towards the same goals. We have a lively and dynamic atmosphere where we encourage people to truly be themselves. We have a ton fun, but we do what we're here to do- make Drizly the option for alcohol, period.

Shawn

Account Executive

How do you collaborate with other teams in the company?

I work closely with the product and engineering teams on a daily basis to design features for the people who use our products. I often loop in other teams to get their expertise on our users and different parts of the business. Everyone is constantly striving to make improvements and I get great ideas from people on every team at Drizly.

Annalyse

Product Designer

How has your career grown since starting at the company?

I identified a need for deeper knowledge of alcohol when I joined Drizly’s Customer Experience team 2 years ago. With the support & encouragement of my team, I became our first Certified Cicerone® taking a new role in Category Management. Now I'm leveraging my unique experience to help build the best-in-class catalog for alcohol one beer at a time.

Talia

Merchandising Associate

How do you make yourself accessible to the rest of the team?

As I work on complex policies and laws in the alcohol space, I try to speak very plainly when explaining the history and concepts that matter to Drizly so people don’t feel intimidated. I also try to participate in as many company events and Slack discussions that I can to build relationships which should translate to being more accessible overall.

Jaci

Vice President, Legal, Regulatory & Industry Affairs

How has your career grown since starting at the company?

I have helped out on the frontend, been on our infrastructure team, and worked extensively with our Rails API. In all of these roles I got to learn while doing high impact work. More recently, I was given the opportunity to be a technical lead. Drizly has made me a solid generalist that can help drive a startup’s tech forward.

Will

Senior Software Engineer

What are Drizly Perks + Benefits

Drizly Benefits Overview

At Drizly we believe people are our greatest asset and we’re building an environment where our team can authentically do their best work. As the business grows, we recognize the value of investing in our people through benefits that support their day to day at Drizly to greater perks that foster their life outside of work.

Culture
Volunteer in local community
Drizly is involved with a variety of local organizations including, but not limited to, Cradles to Crayons and Pine Street Inn.
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Drizly hosts company outings Quarterly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted once per week.
Professional Development Benefits
Diversity Program
Lunch and learns
Drizly hosts lunch and learn meetings once per month.
Cross functional training encouraged
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