• Frequently traveling to the customer site is required • Troubleshooting issues related to user's technical skills, biochemistry/assay design, experimental design, software, and instruments • Supporting commercial team and customers in their technical applications and providing product training • Working with a diverse distributor network to train and support their teams in a timely manner • Displaying professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions • Providing strategic and competitive feedback to marketing and product development teams, and independently leads or manages beta tests at customer sites • Working independently on significant and unique issues requiring collaboration with key decision-makers and senior managers across the organization which may impact future products, concepts, and technologies • Assisting sales and marketing on pre and post strategic sales activities requiring both technical depth and market knowledge • Delivering customer training and workshops, both in-person and remote • Utilizing service CRM software to accurately identify and document customer opportunities • Collaborating with internal partners to resolve customer issues and improve processes

• Frequently traveling to the customer site is required • Troubleshooting issues related to user's technical skills, biochemistry/assay design, experimental design, software, and instruments • Supporting commercial team and customers in their technical applications and providing product training • Displaying professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions • Providing strategic and competitive feedback to marketing and product development teams, and independently leads or manages beta tests at customer sites • Working independently on significant and unique issues requiring collaboration with key decision-makers and senior managers across the organization which may impact future products, concepts, and technologies • Assisting sales and marketing on pre and post strategic sales activities requiring both technical depth and market knowledge • Delivering customer training and workshops, both in-person and remote • Utilizing service CRM software to accurately identify and document customer opportunities • Collaborating with internal partners to resolve customer issues and improve processes

• Frequently traveling to the customer site is required • Troubleshooting issues related to user's technical skills, biochemistry/assay design, experimental design, software, and instruments • Supporting commercial team and customers in their technical applications and providing product training • Displaying professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions • Providing strategic and competitive feedback to marketing and product development teams, and independently leads or manages beta tests at customer sites • Working independently on significant and unique issues requiring collaboration with key decision-makers and senior managers across the organization which may impact future products, concepts, and technologies • Assisting sales and marketing on pre and post strategic sales activities requiring both technical depth and market knowledge • Delivering customer training and workshops, both in-person and remote • Utilizing service CRM software to accurately identify and document customer opportunities • Collaborating with internal partners to resolve customer issues and improve processes

• Be the strategic thought partner for cross-functional teams (DTC, web PMs, web engineers, marketing, finance). You architect and evangelize the web analytics roadmaps, and you notice the gap between what the data shows and what the team assumes. • Tell stories that move teams to act. You diagnose and evaluate full-funnel user experiences—from initial traffic acquisition across marketing channels down to each web conversion funnel Identify drop-offs, trends, and opportunities for improved user flow and conversion rate. You'll present to leadership and working teams with clear narratives and a point of view. A great insight that nobody acts on is a failed insight. • Establish causality with the right tools for the situation, including A/B testing, analytics, and causal inference. Act as the partner for DTC and product teams to scale an agile, statistically sound multivariate experimentation program. You work with engineering to implement event instrumentation and with DTC to translate insights into action to improve web metrics and conversion. • Work backward from an understanding of how users experience our website to develop and implement metrics strategies that measure what matters to our users and our business. • Conduct in-dept analysis of consumer behavior to uncover trends and preferences across cohorts, providing actionable insights to inform marketing, merchandising, and product strategies. • Experiments: Work closely with CRO and PM to improve site conversions through extensive A/B testing focused on product pages, checkout, upsells, and merchandising tactics. • Data Ownership: Stitch backend data from various data platforms (Google Analytics, BigQuery, Databricks) and build the eCommerce data pipelines with Data Engineering that support all DTC reporting. • Oversee the analysis of eCommerce KPIs, customer behavior, and digital marketing metrics. Develop and refine dashboards to provide visibility into online performance and identify optimization opportunities. • Build explanations on top of measurement, always grounding analysis in the reality that users are people with motivations and context the data alone won't tell you. • Develop and communicate a clear vision for self-service and operational reporting using industry leading tools and best practices. • Use AI to multiply your impact. You'll use coding agents and automated analysis daily, and help shape what our AI-native analytics stack looks like, contributing to how we move from reactive to proactive to autonomous.