Lead, Advanced Analytics
Job Summary
Driving data-informed decisions, the full-time Lead, Advanced Analytics will manage analytics roadmaps, create scalable data tools, and collaborate with product and business leaders to enhance customer support operations in a remote environment.
Key responsibilities
- Lead data-driven initiatives for customer support, recommending actionable solutions based on metrics
- Build insights and reporting platforms to optimize community and agent experiences
- Influence experimentation and measurement strategies to improve decision-making across business verticals
Required qualifications
- 8+ years of experience in business analytics with a degree in a quantitative field
- Experience supporting customer service operations or working closely with operations teams
- Expertise in SQL and proficiency in at least one programming language for data analysis (Python or R)
- Working knowledge of schema design and high-dimensional data modeling
- Ability to navigate ambiguity and propose solutions in a fast-paced environment
Complete Job Description
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