Lead App Product Quality Analyst
Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
We are looking for a consumer-focused App Product Quality Lead to join Team Snapchat! As a member of the App Product Quality team, you will be responsible for advancing Snapchat’s consumer products by leveraging customer feedback to improve the quality of our current and future product offerings. You will become the internal voice of our customers by bringing product expertise and a specific understanding of the challenges Snapchatters face to our cross-functional partners on the Engineering, Product, QA, and Support teams. As a Product Quality Analyst, you will serve as our team’s subject matter expert and point of contact for specific product features and attain expertise that you will use to help us make better decisions about our consumer products.
What You'll Do
Be the customer advocate and partner with Product to implement impactful customer experience improvements, and help ensure that new product launches align with the needs of the customer
Serve as the expert and voice of the Snapchatter by building strong cross-functional relationships with product and engineering teams
Leverage information from a variety of customer contacts & associated datasets, derive quantitative and qualitative insights about Snapchat application usage, stability, and performance
Proactively anticipate trends and development ahead of new features and build out relevant new policies or changes to existing policies.
Scope project plans with clear execution steps that anticipate needs, see around corners and recognize XFN implications (involving partners appropriately)
Independently represent Community Ops in check-ins or reviews with primary stakeholders
Drive analysis on projects to inform strategic decisions and improve user experience
Identify operational weaknesses and help improve or innovate new processes and products
As needed, identify, escalate and help to resolve new bugs by monitoring and analyzing customer contacts
Knowledge, Skills & Abilities:
Excellent verbal and written communication skills, with high attention to detail
Ability to clearly articulate actionable recommendations from complex issues
Acutely aware of audience; translate technical complexity, difficult concepts and jargon so that the audience can understand
Knowledge/experience with Zendesk or similar CRM tools
Minimum Qualifications:
Bachelor’s degree in business, economics, mathematics, related areas of study or equivalent years of experience
4+ years experience in on high performing team and environment in mobile applications, data analytics, technology, or other related industry
Strong analytical capabilities, comfortable working with large data sets to solve business problems, and providing practical business solutions
Preferred Qualifications:
Masters of Business Administration
Previous experience working with a software delivery teamProject management certification (Agile, Kanban, Kaizen, PMP, etc.)
Proficiency in G Suite (experience with formulas and functions a nice to have)
3+ years project management experience
3+ years experience with SQL, Looker, Tableau or other data visualization tools
3+ years experience with software release processes and related tooling (like Github)
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].
Our Benefits (https://careers.snap.com/benefits): Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid maternity & paternity leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!