About Daily Harvest 

Daily Harvest makes nourishing food built on fruits and vegetables accessible. We do this by delivering thoughtfully sourced, chef-crafted food to customers' doorsteps, all ready to enjoy in minutes. We’re on a mission to take care of food, so food can take care of you.  

Our team is collaborative, driven, and future-thinking.  We're constantly learning, experimenting, and iterating, and celebrate failure just as much as success. We take risks, try new things, and we get things done. We love adaptogens and cruciferous vegetables but never say no to cake. Everything we do, we do in the service of our community.

Position Overview

Daily Harvest is looking for a Care Analyst to join our Care team. The Daily Harvest Customer Care team is on the front lines of delivering world-class hospitality that transcends simply answering questions—every day. We surprise and delight our customers, anticipate their needs and act as guides as they navigate the DH journey integrating more fruits and veggies into their lives. We also strive every day for the perfect complement of using the best technology out there … to drive an incredibly human and individualized Care experience. 

As a Care Analyst, you will work side by side with our Care Director, VP, Senior Managers and other leadership to help drive strategy and innovation in the department and serve its mission to take world-class care of our valued customers. You will take the department to new heights in its ability to analyze data and expose actionable insights, while also playing a hands-on role in the workforce management strategies of the department, and pushing cutting edge projects like optimally leveraging AI in our operation. You will also support cross-team growth initiatives at Daily Harvest which require problem-solving abilities and a close proximity to our Care org. To this end, there will be ample opportunities for cross-functional collaboration with departments such as Product; Data; Finance; Marketing and more.

What you’ll do:

• Care data analysis and actionable insights
• Partnering closely with Care leadership and our incredible Data and Strategic Finance teams, uplevel the data analysis side of our Care operation:
• Expose trends and actionable insights proactively
• Build out / optimize existing performance dashboards (Looker)
• Support cross functional teams with ad-hoc data requests
• Roll up sleeves and suggest solutions to issues as well
• Work closely with Care Quality Assurance team
• Care Associate performance analysis, including annual review workflows
• Help to evaluate success of cross-functional campaigns (incl. OKR goals) 
• AI tools optimization, innovation and relationship co-management: Our integrated AI Tool receives fantastic reviews, but is currently only solving basic customer issues. You will partner with Care leadership, Product and also the partner team behind the product to take the product to new heights, ultimately driving the best AI-powered customer experience in the industry!
• Monitor performance
• Drive deeper integration, including across new Care channels and workflows
• Work with vendor(s), co-manage relationship
• Ensure optimal partnership between AI tools and the humans of the department!

• Care CRM expert
• Assume lead role managing Care CRM / Operating System (currently Kustomer)
• Become expert in system, including problem-solving, building new workflows, etc.
• Diagnostic and immediate optimizations to current integration

• Strategizing w/vendor on feature requests, leveraging new functionalities, etc. 

• Forecasting, WFM (Workforce Management), scheduling, care channel strategy
• Work with Care leadership (and a potential specialized expert in the future) to have the smartest, most effective and data-driven daily resource management gameplans, leading to top quality and minimal wait times for customers
• Analysis of required monthly/seasonal staffing levels
• Partner on creating ideal Care associate schedules, channel resource allocation 
• Work with our data tools and Care leadership to optimize our schedules bi-annually to ensure the seasonality of the business is met, factoring in  our Care Associates’ strengths and schedule requests as well
• Additional project work and strategy consultation

• As special, critical projects come up in the department, your number will be called often; also for consistent general strategy consultation
• Specific examples could include helping to launch new Care channels (ie Video Taste Guide Sessions); building new Care workflows relating to Daily Harvest partnerships; partnering on large content management initiatives (i.e. customer-facing Help Center revamp), and more!

Who you are:

• Combines strong knack for numbers and tools with superior communication skills and ability to collaborate with teammates at all levels, from CEO to Care Associates
• Actually loves working with customers and people; feels highly motivated by the mission of a world-class Care/CX org and wants to sit on Care side of the org
• A project manager with ability to make detailed project plans; leverage your relationships and cross-collaborate to get your project across the finish line
• Excel / Google Sheets black belt
• Quantitative, analytical mindset; loves numbers and math 
• Ideally has past experience in Care CRM tools (Kustomer, Zendesk, etc.)
• Ideally has past experience in Data Visualization tools (Looker, Tableau, etc.)
• Superior problem-solving abilities; can-do attitude, solutions-focused, positive
• Scrappy.  You can find solutions and new ways of doing things. Can run with things.
• Sky-high accountability. Extremely meticulous and detail-oriented. 
• An example setter with leadership results and further potential
• Eager to learn and take on new challenges every day; open to feedback with an eagerness to learn and grow
• Driven by an entrepreneurial spirit that will evolve the Daily Harvest brand
• Flexible, versatile, and willing to do whatever it takes to get the job done

Benefits:

• Unlimited Daily Harvest in the office to keep you hustling, not hangry + cold brew (...always stocked)
• Flexible time-off policy + flexible working hours (Unlimited PTO Plan)
• Competitive medical, dental, and vision benefits, 401K + equity participation 
• Ancillary benefits: Commuter, Gym membership + Citi Bike discounts
• Access to everything we make (including recipes in development)
• Annual company retreat
• Quarterly team outings, weekly onsite happy hours, + regular DH team gatherings to celebrate our co-workers
• Book club + running club
• Showers for post-morning or mid-workday workouts
• A dynamic, ambitious, and fun work environment + dog friendly!!

At Daily Harvest, our mission is to take care of food, so that food can take care of you. And it wouldn't be possible without our team. We celebrate the unique POV that each person brings to the table and believe in a collaborative and inclusive environment. As an equal opportunity employer, we prohibit any unlawful discrimination on the basis of race, color, religion, military or veteran status, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability or genetic information. These are our guiding principles and apply across all aspects of employment.