Senior App Product Quality Analyst at Snap Inc.
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 Senior Analyst 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
Identify, escalate and help to resolve new bugs by monitoring and analyzing customer contacts
Diagnose and troubleshoot technical issues that prevent customers from using Snapchat
Leverage information from a variety of customer contacts & associated datasets, derive quantitative and qualitative insights about Snapchat application usage, stability, and performance
Drive customer-focused fixes & improvements with the product team by accurately telling a story related to specific product features and new launches
Serve as the expert and voice of the Snapchatter by building strong cross-functional relationships with product and engineering teams
Be the customer advocate in cross-functional product & engineering meetings, proposing both product and operational improvements that benefit our customers as well as our internal Customer Operations teams
Partner with Product and Engineering to implement impactful customer experience improvements within new and existing products, and help ensure that new product launches align with the needs of the customer
Knowledge, Skills & Abilities:
Excellent verbal and written communication skills, with high attention to detail
Ability to clearly articulate actionable recommendations from complex issues
Knowledge/experience with Zendesk or similar CRM tools
Bachelor’s degree in business, economics, mathematics, related areas of study or equivalent years of experience
3+ years experience in on high performing team and environment in mobile applications, data analytics, technology, or other related industry
Masters of Business Administration
Strong analytical capabilities, comfortable working with large data sets to solve business problems, and providing practical business solutions
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)
2+ years project management experience
1+ years experience with SQL, Looker, Tableau or other data visualization tools
Familiarity 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. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected] (mailto:[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!