Senior Data Analyst, Product Support

Bullhorn

1d • $100,000 - $125,000

About The Position

Reporting to the Senior Director of Product Support, the Senior Data Analyst will serve as a strategic analytics partner to Bullhorn’s Product Support organization. This role is responsible for transforming operational data into actionable insights that drive service performance, operational efficiency, and customer outcomes. You will work closely with Product Support leadership, operations teams, and data engineering to design analytics frameworks, develop scalable reporting, and deliver advanced analyses that inform strategic decisions across case management, workforce planning, product support operations, and senior leadership. The ideal candidate combines strong technical data skills with business acumen and the ability to translate complex datasets into insights that guide operational improvements and leadership decisions.

Requirements

• You have 5+ years of experience in data analytics, business analytics, or operations analytics, ideally within SaaS, product support, or customer success organizations.
• You have strong technical skills including SQL and advanced data analysis using Python or R.
• You have experience working with data warehouse environments such as Snowflake, Redshift, or BigQuery.
• You are experienced with modern BI and visualization platforms such as Tableau, Power BI, or Looker.
• You have experience analyzing large operational datasets and building analytical frameworks that support business decision-making.
• You are comfortable partnering with senior stakeholders and translating analytical insights into strategic recommendations.
• You have experience working with enterprise systems such as Salesforce, Jira, or similar operational platforms.
• You possess strong problem-solving skills and enjoy identifying patterns, trends, and opportunities hidden within complex datasets.

Responsibilities

• Partner with Customer Support leadership to define and track key performance indicators including case volume trends, resolution times, SLA performance, customer satisfaction, and operational productivity.
• Develop predictive and diagnostic analytics to forecast support demand, staffing needs, and performance trends.
• Conduct deep-dive analyzes to identify root causes of operational issues and recommend data-driven improvements.
• Build models and analytical frameworks that support strategic planning across support operations and Product Support.
• Design and maintain executive dashboards and operational reporting using tools such as Tableau, Power BI, or similar platforms.
• Develop scalable data models and queries to support recurring analytics needs across support and operations teams.
• Partner with data engineering teams to ensure clean, reliable data pipelines and reporting structures across systems including Salesforce, Snowflake, and other operational tools.
• Improve reporting frameworks to ensure consistent definitions, governance, and accessibility of key metrics.
• Identify opportunities to improve operational performance through analytics-driven insights and automation.
• Partner with Support Operations and leadership to evaluate process changes, system enhancements, and operational initiatives.
• Support experimentation and measurement of new initiatives, tools, or workflows through structured analysis and performance tracking.
• Establish best practices for metric definitions, reporting standards, and analytical methodologies within the Product Support organization.
• Document data models, metric definitions, and reporting frameworks to ensure consistency and transparency.
• Support teams in improving data literacy by translating complex data into clear insights and actionable recommendations.

Benefits

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed