Senior Business Intelligence Analyst (Customer Support)
FabFitFun is seeking a Senior Business Intelligence Analyst to perform deep analytical work, providing both the analysis and recommendations for our Operations and Customer Support teams. In this newly created role, this Analyst will be tasked to source data and analyze the business impacts of various initiatives in partnership with many teams, particularly focused on Customer Support, Operations, and Engineering.
Our ideal candidate will be detail-oriented, a strong communicator, incredibly curious, and technically capable with a deep desire to discover and deliver data-driven business insights. This role is critical to fuel our data-driven culture and to help us make informed business decisions.
What you'll do:
- Perform analyses and build reports using Looker and other reporting tools that will drive business outcomes, specifically for our CS & Operations department
- Work closely with CS team on reviewing customer support cases through ZenDesk and other CS platforms to understand VOC
- Conduct ad-hoc analytics requests using the internal data warehouse in Redshift, Microsoft Excel, and Looker
- Build Looker ML (design) and explorer to automate dashboards and Looks for all CS & operations related analytics (agent performance, community sentiment analysis, inventory reports etc.)
- Work with data sciences team to build text analytics on community posts and other FFF social customer data to inform campaign strategy on retention
- Build Product level inventory reports for better financial forecasting
- Define reporting requirements in partnership with CS & Operations team and translate into technical requirements to build a comprehensive analytics solution
- Prep data for analytics using Python and other SQL tools
- Partner with our data engineering and technical teams to ensure that our data is accurate in our databases
- Understand the data systems specifically related to Operations and CS analytics and be the go to person for interpreting the data and providing insights back to the Business team
- Run statistical analysis and data mining as needed using Python (Jupyter notebook) and other statistical tools
What you'll bring:
- Bachelor’s degree in Mathematics, Statistics, Information Technology or another technical field
- 3+ years of documented experience in an analytical related role
- Expert knowledge and ability to leverage SQL queries to surface data from source systems and build reports
- Proven success in delivering impactful insights and data visualization using Looker and other BI reporting tools including Tableau, Pentaho, or Microstrategy
- Experience with relational databases (Oracle, MySQL), cloud data platform (Redshift) & other business intelligence tools
- Advanced skills in MS Excel, including pivot tables, formulas and charting
- Understanding of e-commerce or subscription business models
- Good to have Knowledge of various WMS and Call center management platforms
- Experience working with Python, R and similar tools for data mining is a plus
What you’ll get:
- Provide actionable data insights across all our business functions to enable optimization and identify new business opportunities
- Opportunity for a data enthusiast, not afraid of data deluge and messy data, and a great story-teller, to experiment and pioneer new frontiers
- Amazing benefits including medical, dental, vision, FSA, and 401k
- Unlimited PTO
- Catered meals, kitchen stocked with great snacks and drinks
- Free FabFitFun subscription and quarterly credit in the Add-Ons store