Technical Operations & Insights Analyst
New
F
FigmaDesign software
One of our US hubs or remotely in the United StatesFull-TimeSenior
Salary140,000 - 245,000 USD per year
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Job Details
- Experience
- 5+ years in analytics, strategy and operations, or a related analytical role
- Required Skills
- PythonSQLGitSnowflakeData modelingdbtR
Requirements
- Have 5+ years in analytics, strategy and operations, or a related analytical role, with a track record of influencing operational decisions.
- Bring strong SQL skills and hands-on experience with Python or R.
- Work reproducibly with git and peer review.
- Use AI-assisted tools practically, validate their output, and take ownership of the result.
- Apply statistical and financial judgment to develop metrics, evaluate observational comparisons and uncertainty, and build basic scenarios clarifying costs, benefits, and tradeoffs.
- Deliver cross-functional work from scope through adoption, aligning stakeholders with conflicting priorities and challenging assumptions with evidence and respect.
- Communicate clearly in writing, verbally, and visually, including concise data storytelling for senior leaders.
- Customer support, customer experience, service operations, or cost-to-serve analytics experience is a plus.
- Experience with dbt, Snowflake, Hex, or comparable analytical toolsets is a plus.
- Experiment design, automation measurement, or evaluation of changes to customer workflows is a plus.
- Deeper financial modeling, workforce planning, coaching other analysts, or experience designing in Figma is a plus.
Responsibilities
- Identify and size opportunities to improve customer outcomes and operating efficiency, and recommend whether to proceed, test, defer, or stop.
- Develop trusted measures, including cost per support interaction, and agree on definitions, cost allocation, exclusions, and ownership with operational and financial partners.
- Use SQL and Python or R to build reproducible analyses, data models, and reporting; use git, peer review, and responsible AI-assisted workflows to develop, validate, and document the work.
- Apply statistical inference to operational decisions, including observational comparisons, uncertainty, and sensitivity analysis, and explain evidence assumptions and limitations.
- Build scenarios connecting costs, benefits, capacity, and customer outcomes; partner with Finance to evaluate investment tradeoffs and define how results will be measured.
- Lead cross-functional analytical programs from scope through delivery, adoption, and outcome review, establishing owners, milestones, dependencies, and decision points.
- Communicate findings through clear writing and visualizations that make recommendations, tradeoffs, and uncertainty understandable.
- Build adoption and sustained use into delivery through documentation, data-quality checks, and agreed ongoing ownership.
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