Operations Senior Analyst/Associate

Pool Day was born in the summer of 2023 with one goal: empower pool & hot tub owners to take control of their own water care. The options available for pool & hot tub care are overpriced, confusing, and time-consuming. Legacy pool & hot tub chemical brands and their products, instructions, and customer service are outdated. Brick-and-mortar stores insist upon in-person water tests & complicated multi-step chemical routines. And pool service options are expensive and unreliable. The truth is, pool chemistry isn’t so difficult that you can’t do it yourself. And Pool Day is here to help! We are a direct-to-consumer eCommerce brand making pool & hot tub care enjoyable and effective. Our products are premium quality and intuitive, and we provide best-in-class customer service and educational materials to support customers in scalable ways. We are a startup disrupting a massive market long overdue for change. Over 15 million Americans own a pool or hot tub, and this market spends a small fortune on maintenance and routine care every year. We have a big opportunity in front of us, and we have already received tremendous feedback from customers on what we are doing. We are clearly delivering products and experiences customers love, and we’re only raising the bar as we grow. Our next phase of growth will focus on scaling the products customers love most and providing excellent customer service to increase customer retention and re-orders. We are looking for an operations senior analyst/associate to join our growing team and help take our operations to the next level. This is a unique opportunity to build critical systems from the ground up, own key metrics, and make a direct impact on the customer experience as we scale. What You\'ll Be Doing As an Operations Senior Analyst/Associate, you will define and own key operational metrics. Your goal is to ensure every order reaches our customers quickly and reliably, while building the systems that allow us to scale. This role is highly cross-functional: you’ll work closely with fulfillment partners, CX, marketing, and leadership to solve problems, improve processes, and drive better outcomes for our customers. If you enjoy turning messy data into clear insights, solving operational problems at their root, and building processes that scale, you could be a great fit and we would love to hear from you. Responsibilities Own and maintain core operational reporting (daily, weekly, monthly), ensuring accuracy and visibility into key metrics Define, track, and improve KPIs across fulfillment, shipping, and inventory (e.g., delivery time, order accuracy, fulfillment SLAs) Analyze large and often messy datasets to identify trends, issues, and opportunities for improvement Partner with 3PLs and vendors to monitor performance, troubleshoot issues, and drive accountability Investigate and resolve operational issues (e.g., delayed shipments, missing packages, inventory discrepancies) Build and improve processes that increase efficiency, reduce costs, and improve customer experience Coordinate inbound and outbound shipments, ensuring smooth execution across partners Collaborate closely with CX to resolve fulfillment-related customer issues and identify recurring pain points Identify root causes of operational issues and implement long-term solutions Create documentation and standard operating procedures (SOPs) for key workflows Who You Are You have 2-4 years of experience in operations, consulting, analytics, or a similar role, ideally at a fast-paced startup You are highly analytical and comfortable working with large, messy datasets to generate insights Advanced Excel skills (e.g., lookups, pivot tables, data cleaning); experience with SQL is a plus You are detail-oriented and take pride in getting things right You are a problem-solver who looks for root causes, not just quick fixes You are organized and able to manage multiple workflows simultaneously You are comfortable working in a fast-paced startup environment with evolving processes Experience working with operational vendors or 3PLs is a plus Familiarity with eCommerce tools (e.g., Shopify) is a plus You take ownership and proactively identify opportunities to improve the business Other Details This role reports directly to the COO. We are based in Brooklyn, and work in person 3-4 days a week. Our state-of-the-art office is located in DUMBO. Competitive compensation package. 20 days of PTO per year (ideally outside of peak summer season). Top-of-the-line employer-paid health care, insurance, and benefits. #J-18808-Ljbffr Pool Day