Senior Analyst, Care
About The Position
We are seeking a highly analytical and detail-oriented Senior Analyst to join our team. In this role, you will support the analytics roadmap by leveraging advanced data analysis, modeling, and visualization techniques to generate strategic insights for our Customer Care team. This role will focus on optimizing our care function, with projects aimed at providing data-driven recommendations to ensure we are providing high-quality customer care to both homeowners and pros, optimizing for revenue and customer experience. You will work closely with product, strategy, and operations teams to analyze the care team performance, focusing on metrics such as save rate, customer churn, and cash collection. As a Senior Analyst, you will focus on providing data-backed recommendations that answer not just "what happened?", but "what will happen?" and "what should we do?" to enhance the customer experience and grow the bottom line.
Requirements
- Bachelor's degree in Data Science, Economics, Statistics, Business, or a related field.
- 5+ years of analytical experience in an e-commerce, marketplace, or related field.
- Strong proficiency in SQL and data analysis tools such as Python or R.
- Expertise in data visualization tools such as Looker, Tableau, or Power BI.
- Demonstrated ability to apply predictive modeling techniques to solve business problems.
- Excellent communication skills with the ability to translate complex data into actionable business recommendations.
- Strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
- Ability to leverage AI to streamline analytical workstreams.
Responsibilities
- Engage with cross-functional stakeholders to build relationships, understand their analytical needs, and align on project scope and timing.
- Analyze changes in network trends to identify growth opportunities.
- Leverage advanced modeling skills to generate predictive and prescriptive insights, while supporting self-serve solutions where feasible.
- Communicate complex findings to non-technical stakeholders through clear, compelling narratives and visualizations.
- Create and maintain dashboards to monitor key metrics, exploring solutions for near real-time analytics to enable agile responses to changing market conditions.
- Follow best practices for data validation and quality assurance
- Seek out and pursue opportunities to leverage AI to spark creativity, process information, and streamline analytical workstreams.
- Work with data and product teams to maintain accurate, scalable data solutions and enhance shared data resources.
- Proactively document and share insights with peers, and embrace opportunities to mentor junior team members.
Benefits
- Competitive year end performance bonus & equity package.
- Full medical, dental, vision package to fit your needs.
- Flexible vacation policy; work hard and take time when you need it.
- Pet discount plans & retirement plan with company match (401K).
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What This Job Offers
Job Type
Full-time
Career Level
Senior
