Data Analyst, Customer Support Operations

About Us
The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.
Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.
About the Role
We're looking for a Data Analyst, Customer Support Operations to join our team!

In this role, you will transform retailer support, customer experience, sales, and operational data into meaningful insights that help drive informed business decisions. You will be responsible for developing and maintaining dashboards, scorecards, recurring reports, and ad hoc analyses that enable internal teams to better understand service performance, retailer needs, operational trends, and opportunities for continuous improvement.

Working closely with Customer Support Operations, CRM, retailer-facing teams, Data Science, and technology partners, you will gather reporting requirements, validate data, support enhancements to the Retailer Data Program, and promote the consistent use of metrics across the organization. The role also involves translating complex data into clear, actionable insights for both technical and non-technical audiences, while helping to improve the accuracy, accessibility, and overall value of operational reporting.

About Your Day

​​​Develop retailer-focused dashboards, scorecards, reports, and analytical solutions that support business growth and improved performance.
​Partner with CRM and COS teams to deliver meaningful retailer insights related to sales performance, product assortment, purchasing patterns, customer engagement, inventory trends, and promotional effectiveness.
​Produce recurring and ad hoc reporting that supports retailer business reviews, account planning, and growth initiatives.
​Analyze retailer sales and product performance data to identify trends, opportunities, risks, and areas requiring attention.
​Develop retailer segmentation, benchmarking, and comparative performance reporting to support strategic decision-making.
​Translate complex data into actionable insights and recommendations that help retailer-facing teams drive business growth.
​Provide analysis that helps business teams evaluate retailer engagement, service adoption, and growth opportunities​​
​​​Act as the day-to-day business lead for assigned Retailer Data Program activities, coordinating requirements, enhancement requests, testing, documentation, and stakeholder feedback.
​Develop and maintain the strategic roadmap for RDP enhancements, new capabilities, and future-state analytics solutions.
​Gather business requirements from stakeholders and translate needs into clear development priorities.
​Evaluate, prioritize, and manage enhancement requests based on business impact, customer value, and organizational objectives.
​Partner closely with the Data Science team to design, test, validate, and implement new reporting features and analytical capabilities.
​Monitor platform utilization, adoption, and effectiveness, recommending improvements that increase retailer engagement and value realization.
​Lead continuous improvement initiatives that enhance the retailer experience and analytical capabilities of the platform.​​
​​​Develop and maintain dashboards, scorecards, and recurring reports for Customer Experience Operations and associated retailer-support activities, leveraging Power BI
​Produce weekly, monthly, quarterly, and annual reporting for Customer Experience Operations and associated retailer-support functions to inform [add detail on intended use of reporting].
​Prepare forecasts and scenario analyses to support resource management decisions, retailer growth strategies, and business planning
​Analyze service, retailer, sales, and operational data to investigate variances, trends, exceptions, and potential drivers of performance.
​Automate repeatable reporting activities where practical and improve the consistency and efficiency of reporting processes.
​Prepare presentations and reports to capture business narratives for Customer Service Leadership up to executive-level audiences.
​​​Manage reports and datasets within assigned Power BI workspaces, following established access, publishing, security, and data-governance standards.
​Develop and maintain scalable data models that support operational and strategic reporting requirements.
​Write and optimize SQL queries to extract, transform, and analyze data from multiple sources.
​Ensure data quality, integrity, consistency, and accuracy across reporting environments.
​Maintain data dictionaries, KPI documentation, reporting standards, and governance frameworks.
​Enable self-service analytics through training, documentation, and user support.​​

About You

Post-secondary degree or diploma in Data Analytics, Business Analytics, Computer Science, Statistics, Mathematics, Information Systems, Business Administration, or a related field.
Advanced education, specialization, or certifications in analytics, business intelligence, data management, or related disciplines.
5+ years of experience in data analytics, business intelligence, sales analytics, retail analytics, or related analytical roles.
Experience developing and administering Power BI dashboards and reporting environments.
Experience working with SQL and relational databases.
Demonstrated ability to translate business requirements into reporting and analytical solutions.
Experience supporting business leaders with performance reporting and strategic analysis.
Experience in retail, wholesale, eCommerce, customer support, or omnichannel operations is an asset.
Experience supporting retailer-facing, account management, CRM, or customer success teams is preferred.
Experience partnering with Data Science teams to deliver analytical products and reporting enhancements is preferred.
Experience managing product enhancements, stakeholder priorities, or analytics roadmaps is an asset.
Advanced Power BI development, administration, and dashboard design.
Advanced Microsoft Excel skills, including data modeling and analytics functions.
Strong SQL querying and database analysis skills.
Data visualization and storytelling capabilities.
Forecasting, trend analysis, and performance measurement methodologies.
Data governance and data quality management practices.
Excellent verbal communication, presentation, and stakeholder management skills.
Experience with predictive analytics techniques is preferred.
Knowledge of cloud-based analytics environments and data warehousing concepts is an asset.
Power BI certification or related analytics certifications is preferred.

About the Job

Location: Toronto, ON near York Mills and Yonge Street
Hours of Work: 36.25 a week
Employment Type: Permanent, Full-Time
Required Travel: Rare, usually within the GTA

Compensation
The target hiring range for this position is $80,000 - $86,000. This is a pay grade 5B role, with a salary range of $ $61,291.58 - $93,437.08. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.
We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation, please let us know, we will work with you to meet your needs.