Job Details

Job Description:

Location: San Francisco, CA (Hybrid, 3 days/week in office)
Salary: $165K to $220K
Visa Sponsorship: Available

About the Role:

We are seeking a Product Operations Data Analyst to thoroughly analyze user support data,identifying key trends, friction points, and actionable insights. You will play a critical role in shaping our product's success by building and maintaining self-service dashboards, enabling stakeholders to make informed decisions in real-time.

This role focuses on proactive friction detection and creating a real-time service health view to ensure we are always ahead of customer demand. You will work alongside product, sales, and engineering teams to ensure clean data pipelines and robust models, ultimately driving continuous product improvement and growth.

Responsibilities:

• Build & Maintain Dashboards: Design, enhance, and manage self-serve dashboards that empower non-technical teams to make data-driven decisions.
• Data Driven Insights: Dive into large datasets to uncover trends, user pain points, and volume drivers, distilling your findings into clear, actionable insights for both technical and non-technical teams.
• Service Health Metrics: Establish a unified metrics taxonomy and build automated data pipelines and scorecards to provide real-time visibility on performance and service health.
• Collaborate Cross Functionally: Partner closely with Product, Engineering, and Sales teams to ensure streamlined data flows and actionable insights are accessible across the organization.
• Special Projects: Lead deep dive analyses on high-priority initiatives, delivering clear recommendations and strategic guidance to leadership.
• Prototyping & Experimentation: Quickly prototype solutions using tools like ChatGPT, Jupyter notebooks, and Retool, collaborating with Engineering to refine models and experimentation.

• Experience: 5+ years in analytics, business intelligence, or data science, ideally supporting customer support or operations teams.
• Technical Expertise: Advanced proficiency in SQL and Python or R for analysis, automation, and model building.
• BI Tools: Hands-on experience designing and maintaining dashboards (e.g., Looker, Mode, Tableau) with a focus on clarity and usability for non-technical users.
• Metrics Expertise: Familiarity with support metrics (SLAs, FCR, deflection) and the ability to define and track service health KPIs.
• Communication: Strong cross-functional communication skills with experience collaborating closely with engineers, product managers, and leadership.
• Detail Oriented: A strong attention to detail with a bias toward action and results, ensuring clean data and operational efficiency as the business scales.
• Automation Focused: A passion for automation and data governance, ensuring processes are scalable and maintainable as the company grows.

• Willingness to be in the office in San Francisco 3 days a week.
• Strong communication and problem-solving abilities.
• Comfort with shifting priorities in a fast-paced environment.
• A proactive approach with a focus on driving tangible results.