Sr. Data Analyst, Pinterest Support Operations

Pinterest•Chicago, IL

5d•$123,684 - $227,361•Remote

About The Position

As a Sr. Data Analyst on the Pinterest Support Operations (PSO) team, you will drive analytics that improve customer self-service. You will provide insights and decision-making across self-serve support surfaces, AI initiatives, automations, support entry points, and tools. You will partner closely with the Director, Support Automation & Tooling, and stakeholders across Systems, Automation & Tooling, Help & Community, and Journey Design to define success metrics, measure performance, and identify opportunities to improve self-serve CSAT, automated resolution rate, cost deflection, and self-serve adoption. Your work will contribute to building the future of support at Pinterest, impacting Pinners, Advertisers, Merchants, Creators, and Business Partners at scale.

Requirements

5+ years of top-tier experience in data analytics, business analytics, product analytics, business operations, strategy & operations, support operations, or other highly analytical roles at a fast-growing company.
Exceptional data analysis skills.
Expertise in analytical tools including SQL, Tableau, and Excel.
Growth mindset to learn new areas.
Entrepreneurial self-starter capable of seeking information, corralling resources, and delivering results independently.
Influential communicator, able to tailor communication to technical and non-technical audiences.
Ability to move seamlessly from deep-dive analytics to succinct, stakeholder-ready storytelling.
High bar for quality and clarity, caring about trusted metrics, clear definitions, effective data visualization, and scalable self-serve insights.
High-energy, positive team player with a proven ability to build strong working relationships.
Low ego and a high instinct for collaboration.
Bachelor’s degree in a relevant field such as Data Science, Economics, Statistics, Math, Finance or equivalent experience.

Nice To Haves

Familiarity with consumer internet, media ecosystem, and/or support operations.
Knowledge of Python, R, and AI tools.

Responsibilities

Own the analytics roadmap for self-serve support, automation, and tooling.
Anticipate future measurement needs and emerging priorities.
Ensure the most important questions are answered with the right data and insights.
Design, build, and maintain Tableau dashboards, recurring analyses, and/or AI solutions.
Provide a clear, trusted view of self-serve support, automation, and tooling performance.
Define and socialize metric definitions and KPIs (e.g., self-serve CSAT, automated resolution rate, cost deflection, self-serve adoption).
Translate trends into actionable insights in partnership with key stakeholders.
Tackle ambiguous, high-impact problems, such as measuring the impact of automation initiatives or evaluating new self-serve experiences.
Frame problems, establish success metrics, run deep-dive analyses, and craft clear recommendations for stakeholders and leadership.
Partner with cross-functional teams to design and evaluate pilots and experiments (e.g., self-serve journey changes, tooling/automation interventions).
Ensure measurement plans are sound, results are interpretable, and learnings are captured and reused.
Build models and decision frameworks to support prioritization and planning (e.g., estimating self-serve CSAT, projecting adoption, explaining performance gaps).
Act as a trusted analytics partner to Systems, Automation & Tooling, Help & Community, and Journey Design teams.
Provide clear scoping, strong analytical rigor, and high-quality storytelling.
Help build out processes for a small team and increase the team's influence across the organization.