Ecommerce Customer Experience Analyst Jobs (NOW HIRING)

Company

David creates tools to increase muscle and decrease fat. Our first product is a protein bar. More broadly, David is a platform to develop high-protein, low-calorie, blood-sugar-friendly foods that are craveable.

This is a rare opportunity to join a breakout food brand at a pivotal stage of growth. Led by CEO Peter Rahal, Cofounder and Former CEO of RXBAR, David is working to become the leading consumer food brand focused on high-protein foods in North America and beyond.

Role & Responsibilities:

The eCommerce Fulfillment Analyst owns the operating engine behind David's eCommerce business across DTC, Amazon, and marketplace channels. This is a high-ownership role at the intersection of operations and strategy, responsible for ensuring consumer orders are fulfilled accurately and on time while continuously improving the systems, partners, and packaging that make it possible. You will own channel performance, lead the implementation of new product and packaging launches in our eCommerce channels, and drive the network improvements that empower David's eCommerce operation to scale.

eCommerce Order Management & Fulfillment Execution

• Manage order flow across DTC, Amazon, and marketplace channels - ensuring accurate and timely fulfillment from purchase through delivery
• Coordinate with the eCommerce 3PL on order processing, execution, and carrier handoffs
• Monitor network status and navigate major disruptions to limit the impact the customer experience
• Ensure SLA compliance across all channels and escalate systemic issues before they affect performance scores

Channel Performance & Operational Benchmarking

• Own channel health metrics across Amazon and marketplace platforms - defect rate, late shipment rate, cancellation rate - and drive corrective action when thresholds are at risk
• Build and maintain reporting on eCommerce fulfillment KPIs including shipped-on-time, cancel rate, and cost per order
• Benchmark David's eCommerce fulfillment operation against industry standards and best-in-class peers - identifying gaps and building the case for improvement
• Translate performance data into clear operational recommendations and follow through on implementation

New Product & Program Launch Execution

• Own eCommerce fulfillment readiness for new product launches - coordinating across Supply Chain, Marketing, and the 3PL to ensure smooth execution from day one
• Manage the operational setup for new channels, packaging configurations, and limited-time offerings
• Partner cross-functionally to ensure eCommerce operational requirements are embedded early in launch planning
• Co-design and implement eCommerce packaging configurations in partnership with Product and Marketing - ensuring we meet protection, cost, and brand standards across channels
• Own the operational rollout of new packaging - coordinating timelines, testing, and 3PL readiness to ensure smooth implementation

Network Strategy and Special Projects

• Build and execute on eCommerce network strategy - evaluating 3PL capabilities, fulfillment center positioning, and carrier mix to improve cost and delivery performance
• Identify opportunities to improve the network as David's eCommerce volume and geographic footprint grow
• Identify process gaps across the eCommerce fulfillment operation and design solutions that reduce manual work and improve reliability
• Lead operational projects including 3PL onboarding, system integrations, and carrier improvements
• Partner with Retail Operations, Supply Chain, and Marketing on cross-functional initiatives that require eCommerce fulfillment input

Requirements

• 1-3 years of experience in a fast-paced, execution-focused environment

• Strong analytical skills and comfort building performance reports and operational trackers
• Project management skills and a bias toward building processes
• Comfort moving between strategic questions and operational details
• Strong communication skills across audiences
• Preferred: Experience working with eCommerce 3PLs and understanding how consumer fulfillment differs from retail
• Preferred: Experience with Shopify, Amazon, and third party eCommerce sites

Benefits

• This is a full-time role.

• Salary: $100,000 - $140,000 per year DOE, inclusive of cash bonus based on attainment of company targets
• Company equity opportunity
• 100% covered Health, Vision, Dental Insurance
• 401(k) with 4% match
• Additional perks, such as covered gym expenses
• Substantial and required PTO
• We work in the office 5 days per week in New York City - when culture lines up, it is fun to be in the office together.