POSITION TITLE: Analyst - Customer Care Reporting

REPORTS TO: Associate Manager, Customer Care Compliance and Forecasting STATUS: Full Time Non-Exempt

POSITION SUMMARY: The Analyst, Customer Care Reporting, drives operational excellence by delivering accurate, reliable data and monitoring performance to support departmental goals. In this role, you will maintain forecasting tools and analyze performance trends, providing internal and external partners with insights that inform daily operations and enable data-driven decisions that enhance the customer experience. As the Analyst, Customer Care Reporting you will embody our values by creating a positive and productive workplace culture acting as a role model for all associates.

RESPONSIBILITIES:

Maintain and refine AEO and Premium contact volume forecasts to support internal and third-party staffing plans, hiring strategies, and seasonal workforce needs.
Develop and distribute customer-focused reporting for Customer Care Experience, Strategy, and Technology teams to support continuous improvement initiatives.
Design, enhance, and maintain performance dashboards to ensure visibility into team metrics and goals.
Monitor daily service levels and key performance indicators (KPIs) across third-party contact centers and internal care teams to ensure alignment with service standards.
Analyze customer data to identify trends, provide actionable insights, and conduct root cause analysis to improve performance.
Validate data accuracy across reporting tools and resolve discrepancies to maintain a consistent, reliable source of truth.
Additional duties as assigned.

QUALIFICATIONS:

Bachelor's degree in Business, Data Analytics, Statistics, Economics, or related field
1-3 years of experience in business analysis, reporting, workforce management, or a similar operational role (retail or customer care preferred)
Advanced proficiency in Excel based applications (complex formulas, pivot tables, macros, data visualization)
Proficiency with BI tools (Tableau preferred) for dashboard and report creation
Working knowledge of databases and SQL for data extraction and querying
Experience with forecasting and capacity planning models
Strong communication skills with the ability to translate data into clear insights
Collaborative team player with strong organizational skills
Self-motivated and detail-oriented; thrives in fast-paced, deadline-driven environments Occasional Travel required

PHYSICAL REQUIREMENTS:

Ability to sit, stand, or walk for long periods of time.

PAY/BENEFITS INFORMATION:

Actual starting pay is determined by various factors, including but not limited to relevant experience and location.
Subject to eligibility requirements, associates may receive health care benefits (including medical, vision, and dental); wellness benefits; 401(k) retirement benefits; life and disability insurance; employee stock purchase program; paid time off; paid sick leave; and parental leave and benefits.
Paid Time Off, paid sick leave, and holiday pay vary by job level and type, job location, employment classification (part-time or full-time / exempt or non-exempt), and years of service. For additional information, please click here
AEO may also provide discretionary bonuses and other incentives at its discretion.

American Eagle Outfitters (AEO) is a portfolio of unique, loved and enduring brands: American Eagle, Aerie, OFFL/NE by Aerie, Todd Snyder and Unsubscribed. We provide a welcoming and engaging customer and associate experience, and we embrace all. Merchandise assortments consist of high-quality, on-trend apparel, intimates, activewear, accessories, and personal care products for women and men. We are a true omni-channel retailer with a global reach. Our brands are connected under the core tenet of REAL, which is optimistic, empowering and celebrates individual self-expression. That power and authenticity drives us to create a positive impact across every facet of our business, brands, and products. We are a company led by purpose. Over ten years ago, we introduced AEO Better World – an initiative grounded in social responsibility and giving back to our communities. Across our brands, we support a number of important causes that are meaningful to our customers and associates. We operate with integrity and a strong set of values, which is ingrained across our business and in how we treat our associates, business partners and customers. At AEO, we believe that our associates are our most valuable asset and we want them to feel motivated and have the freedom to be themselves at work. We strive to be an employer of choice – a place where people are excited to come to work because they believe in what we do, enjoy working with each other and have fun doing it. If you think AEO sounds like a fun place to work and grow your career, you’re right!

Analyst – Customer Care Reporting

Analyst – Customer Care Reporting

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