🛠 Tech Stack

💼 About This Role

You'll serve as the strategic analytics partner to the SVP of Customer Care, turning support contacts into actionable insights. You'll lead the evolution of the care analytics function, establishing a culture of rigorous performance measurement and data governance. This role offers the opportunity to drive operational rigor balanced with a customer-first mindset.

🎯 What You'll Do

• Bring forward-looking perspective to shape long-term Care roadmap.
• Partner with Care executives to build data-driven prioritization frameworks.
• Own definition, target setting, and governance of Care key metrics.
• Build, manage, and mentor a high-performing team of analysts.

📋 Requirements

• 8-10+ years in Analytics, Business Intelligence, or Data Science.
• 4+ years leadership experience managing analytics teams.
• SQL and data visualization tools (Snowflake, Hex, Looker, Tableau, Sigma).
• Experience with customer data (Support Operations, Service, Experience, CRM).

✨ Nice to Have

• Master’s or MBA preferred.
• Track record of solving ambiguous business problems.

🎁 Benefits & Perks

• 💰 Base salary range $204k-$326k USD
• 📈 Equity compensation
• 🏖️ Flexible PTO
• 🏥 Health benefits
• 🏠 Hybrid work model