Business Analyst

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

This is a highly visible opportunity to combine financial planning, business analytics, and operational strategy in a role that directly influences key business decisions. You'll own forecasting, budgeting, and long-range planning for one of the company's largest departments while partnering closely with Customer Leadership, Finance, and executive stakeholders. As part of a small, collaborative team, you'll turn complex operational data into actionable insights that improve performance, drive efficiency, and shape the future of the customer experience. If you're looking for a role with real ownership, executive exposure, and the chance to make a measurable impact, this is it.

• →Own the financial planning process for the Customer Department, including annual budgets, quarterly forecasts, and multi-year Long-Range Plans (LRPs).
• →Manage departmental and channel-level P&Ls, monitoring budget vs. actual performance and identifying opportunities to improve efficiency and optimize costs.
• →Analyze operational performance across inbound phone, outbound phone, digital channels (chat, MMS, email), and prescription verification, connecting KPIs to financial outcomes and business strategy.
• →Serve as the primary analytics partner to Customer Department leadership, delivering actionable insights that influence operational and financial decision-making.
• →Build financial models, forecasts, dashboards, and recurring reports that provide leaders with clear visibility into business performance.
• →Present financial forecasts, operational trends, and strategic recommendations to executive leadership, confidently explaining assumptions and answering questions.
• →Partner closely with Customer Operations, Finance, and other cross-functional teams to align operational performance with financial goals.
• →Evaluate compensation and incentive programs, modeling their financial impact and measuring how they influence employee performance, retention, and department budgets.
• →Continuously identify opportunities to improve reporting, forecasting, and analytical processes through automation and enhanced modeling.

• 3+ years of experience in Operations Analytics, Business Planning, Financial Planning & Analysis (FP&A), Operational Finance, or a similar analytical role.
• Proven experience building forecasts, managing budgets, developing Long-Range Plans (LRPs), and analyzing department-level P&Ls.
• Strong analytical skills with the ability to connect operational performance metrics to financial outcomes and business decisions.
• Advanced Microsoft Excel skills, including building sophisticated financial models, working with large datasets, and creating efficient reporting tools.
• Exceptional communication and presentation skills, with the confidence to present insights and recommendations to senior leaders and executive stakeholders.
• Experience partnering cross-functionally with business leaders and Finance to solve complex business problems and influence decisions.
• Strong organizational and project management skills, with the ability to prioritize multiple initiatives in a fast-paced environment.
• Self-motivated with a high level of ownership, curiosity, and the ability to independently solve complex analytical challenges.

• Experience analyzing contact center or customer operations metrics.
• Experience modeling compensation or incentive programs and evaluating their business impact.
• Experience with SQL, Databricks, or other data querying and analytics tools.
• Experience building dashboards or reporting in BI tools such as Tableau or Power BI.
• Experience working in a high-volume customer service or operations environment.