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Senior Data Analyst/Data PM

Job ID: 24-06254
Pay rate range - $70/hr. to $72/hr. on W2
Schedule: Hybrid

Top skills:
ADVANCED WORKING SQL, DATA ANALYSIS SKILLS, and a BI tool like Tableau

Summary:
As a Senior Data Analyst/Data PM for Customer Service Operations, you leverage advanced analytical skills to extract insights from customer service data, identify trends and areas for improvement, and provide actionable recommendations to optimize customer service processes, ultimately enhancing customer satisfaction and operational efficiency within the organization; this role involves deep analysis of customer interactions, support tickets, and performance metrics to drive data-driven decision making for customer service strategies.

Job Responsibilities:
• Data: Gathering large volumes of customer service data from various sources (CRM systems, support tickets, surveys) and utilizing statistical methods to identify patterns and trends. Design and support building new data pipelines (or enhancements to existing data pipelines) by partnering with engineering teams.
• Performance Metric Monitoring: Tracking key customer service KPIs like response times, resolution rates, and customer satisfaction scores, and identifying areas needing improvement.
• Reporting and Visualization: Developing comprehensive dashboards and reports to present insights to stakeholders, including leadership and customer service teams, using data visualization tools.
• Process Optimization: Analyzing data to identify bottlenecks in customer service workflows and recommending process improvements to streamline operations.
• Root Cause Analysis: Investigating customer complaints and identifying underlying issues to address systemic problems impacting customer experience.
• Predictive Modeling: Utilizing statistical techniques to forecast customer behavior and potential issues, enabling proactive interventions.
• Collaboration: Working closely with customer service teams to understand their needs, translate data insights into actionable strategies, and implement changes.

Data - Responsibilities
• Work with different business teams to procure data for the team in a timely manner
• Ensure data is of good quality
• Always looking for avenues for automation in data pipelines wherever applicable
• Knowledge in Data governance, databases, ID Mapping, APIs and Reporting
• Ensure the Data Product output is interfaced with downstream systems properly and define SLAs.
• Ensure Interface documentation is thorough

Core Responsibilities
• Use JIRA and Confluence as tools for Agile Project planning
• Follow Kanban development principles to develop and deploy cutting edge Data reports, Products and POCs using massive sets of structured and un-structured data.
• Ensure the data reports/products are deployed with through testing and is of highest quality
• Communicate the results to other members of team in a clear and intuitive manner
• Interface with leadership and team members regularly to brain storm ideas, communicate progress and risks.
• Communicate the progress and results in clear, concise and timely manner with other stake holders

Must have Soft Skills –
• Proactive and sometimes Reactive
o "Think and Jump right in" attitude
o Need to be an independent contributor simultaneously valuing feedback from team members
• Work Style –
o Be analytical and solve problems without losing sight of end goals
o Detail-oriented but never lose sight of deadlines
• Procedure Oriented -
o Clearly understand and agree on the standards set by the leadership and how they will be evaluated
o Maintain standards most of the time however should voice new procedures and systems
• Interpersonal skills-
o Need to be able to empathize with team and be able to control his/her internal state to handle the work load during ambitious targets.
o Given ambitious deadlines be proactive and extract clarity on requirements, deliverables and tasks from PM and leadership
• Quality Control –
o Constantly check on models and not assume that things are ok.

Should have Knowledge and Experience
o Experience in Telecom/retail/e-commerce/consumer packaged goods (CPG), Mobile or Consumer electronics industries
o Agile Principles/Scrum/Kanban
o Proficient in SQL & Python
o Expert in Tableau or PowerBI
o Proficient in Data Visualizations
o Prior experience in Customer Service is highly preferred.

Education/Experience:
o Bachelor's degree in a technical field such as computer science, computer engineering or related field required.
o 5-7 years of experience required.
o Process certification, such as, Six Sigma, CBPP, BPM, ISO 20000, ITIL, CMMI.

Basic Qualifications
• Bachelors in Engineering, Mathematics, or other quantitative field
• 5+ years of hands-on experience in Data Analytics or Data Product Management roles
• 5+ years of experience in data manipulation using Advanced SQL
• Experience in an eCommerce and/or Customer Service domains
• Strong problem solving ability along with proven experience in managing multiple tasks simultaneously with a rigid determination to meet deadlines
• Excellent communication and data presentation skills
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