Senior Data Analyst, Operations

3+ years of relevant experience Degree or higher in economics, psychology, computer science, statistics, mathematics or another quantitative discipline Expert-level knowledge of SQL Experience performing analysis with large datasets Experience building reports and dashboards using business intelligence tools Track record of influencing business strategy with data Strong statistical understanding of online testing methodologies and metric development Natural Language Processing experience - nice to have Proficiency in a scripting language (Python or R) - nice to have Domain expertise or past experience in operations - nice to have

Develop reporting frameworks and build dashboards/metrics Create data-driven prioritization systems Evaluate and improve contact volume forecasting Surface user insights connecting support quality to business outcomes Partner with Product and Engineering to enact and test preventative product solutions Own business relationships with stakeholders on the Marketplace Ops team Develop understanding of lifetime customer value Conduct exploratory analysis to identify under-performance Analyze chatbot and text-based data (NLP) Evaluate chatbot vendors and plan/conduct A/B tests Build lasting modeling solutions, automate analyses, and author pipelines via SQL-based ETL frameworks Improve the hygiene and usability of operational data