• We want someone who is passionate about directly shaping Rover’s support experience
• At least 6 years experience working cross-functionally with complex datasets to support organizational decision making
• Excellent verbal and written communication skills. Specifically, you know how to narrate analysis and results to business partners in a useful, concise, and meaningful way
• You are extremely comfortable with taking ambiguous issues and structuring them into crisp business problems, and using those to develop and execute on a refined project plan with clearly identified deliverables, all with relative autonomy
• Strong proficiency with SQL. You would feel confident reviewing code produced by other analysts and data scientists
• You have hands-on experience building out data abstractions using tools such as DBT or Airflow as well as a variety of data visualization tools (e.g., Mode, Looker, Periscope, Tableau, etc.)
• You can independently prioritize projects based on return on investment and own the end-to-end project management for our analytics deliverables
• You are excited to help build a team and mentor junior analysts

Desirable

• We are seeking a highly skilled Senior Operations Analyst at Rover who is excited about independently owning complex, cross-functional projects from end to end
• You will partner with senior business leaders on high visibility projects, relentlessly pursuing outcomes that directly influence the customer experience on the Rover platform
• You will be seen as a thought leader on the team and across the organization, and should be comfortable operating with a high degree of autonomy in identifying and solving business problems
• You should be excited about partnering with product and business leaders to identify problems in the support experience and generate solutions that scale with the business
• You will be responsible for designing robust tests and sophisticated analyses that deliver strong, actionable recommendations to improve our business
• Examples of this include developing our strategy for multi-language global support, improving our self serve support experience, optimizing agent processes and workflows, assessing and improving how we measure support quality, etc
• In addition to concurrently driving several high impact cross functional projects, this person will also be responsible for creating new metrics to understand the performance of new business initiatives, developing reporting dashboards, and building data abstractions in DBT
• Additionally, they will play a vital role in supporting AB testing and experimentation efforts, using statistical analysis to evaluate changes and drive meaningful change across the business
• Partner with business leaders to identify and size problem areas, conduct deep and comprehensive analyses to better understand the problem and recommend solutions
• Partner with our Operations Scalability product team to find opportunities to improve our customer experience and reduce our support costs through improving agent efficiency
• Develop strategies to both measure and optimize the organization’s efficiency, agent performance, and interactions with customers
• Serve as strategic partner and advisor to business leaders, responsible for making recommendations on investments and optimization strategies in key functional area
• Help build the team by mentoring junior team members on data manipulation and business partnering
• Support the construction of our reporting abstractions (built in dbt)