Sr. Data Analyst, Pinterest Support Operations

Pinterest Support Operations (PSO) is the primary customer support function at Pinterest and a key part of the customer experience with our consumer and ad products. As a Sr. Data Analyst on the team, you’ll drive analytics that improve how our customers help themselves—powering insights and decision-making across self-serve support surfaces, AI initiatives, automations, support entry points and tools. You’ll partner closely with the Director, Support Automation & Tooling, as well as stakeholders across Systems, Automation & Tooling, Help & Community, and Journey Design to define what “good” looks like, measure performance, and identify the highest-leverage opportunities to improve self-serve CSAT, automated resolution rate, cost deflection, and self-serve adoption. 

Together, you’ll help us build the future of support at Pinterest —driving changes that will impact Pinners, Advertisers, Merchants, Creators, and Business Partners at scale.

What you’ll do:

• Self-Serve Support, Automation & Tooling Analytics Roadmap. Own the analytics roadmap for self-serve support, automation and tooling. Anticipate what we need to measure next, “look around the corner” for emerging priorities, and ensure we’re answering the most important questions with the right data and insights.
• Business Analytics & Dashboards. Design, build and maintain Tableau dashboards, recurring analyses, and/or AI solutions that provide a clear, trusted view of self-serve support, automation and tooling performance. Define and socialize metric definitions and KPIs (e.g., self-serve CSAT, automated resolution rate, cost deflection, self-serve adoption), and translate trends into actions in partnership with key stakeholders.
• Strategic Analyses & Thought Leadership. Tackle ambiguous, high-impact problems—from measuring the impact of automation initiatives to evaluating new self-serve experiences. Frame the problem, establish success metrics, run deep-dive analyses, and craft clear recommendations for stakeholders and leadership.
• Experimentation & Measurement. Partner with cross-functional teams to design and evaluate pilots and experiments (e.g., self-serve journey changes, tooling/automation interventions). Ensure measurement plans are sound, results are interpretable, and learnings are captured and reused.
• Decision Support & Scenario Modeling. Build models and decision frameworks to support prioritization and planning (e.g., estimating self-serve CSAT, projecting adoption, explaining gaps between expected vs. observed performance).
• Stakeholder Partnership & Enablement. Act as a trusted analytics partner to our Systems, Automation & Tooling, Help & Community, and Journey Design teams through clear scoping, strong analytical rigor, and high-quality storytelling.

What we’re looking for:

• 5+ years of top-tier experience. You’ve been a top performer in data analytics, business analytics, product analytics, business operations, strategy & operations, support operations or other highly analytical roles at a fast-growing company; familiarity with consumer internet, media ecosystem, and/or support operations is a plus.
• Exceptional data analysis skills. You’re a true expert in a variety of analytical tools, including SQL, Tableau, and Excel (and in areas you’re not, you have the growth mindset to learn it); knowledge of Python, R and AI tools is a plus.
• Entrepreneurial self-starter. You thrive in a fast-moving, ambiguous environment, and are independently capable of seeking information, corralling resources, and delivering results without waiting for direction.
• Influential communicator. You move seamlessly from deep-dive analytics to succinct, stakeholder-ready storytelling; you tailor your communication to technical and non-technical audiences and build alignment across teams.
• High bar for quality and clarity. You care about trusted metrics, clear definitions, effective data visualization and scalable self-serve insights—building confidence in data products and the decisions they enable.
• High-energy, positive team player. You have a proven ability to build strong working relationships with business partners; this is a highly cross-functional role, so a low ego and a high instinct for collaboration are musts.
• Keen aptitude to scale the team. Help build out processes for a small (but mighty) team. Help build our influence across the organization to tackle each of the above for your coverage area.
• Bachelor’s degree in a relevant field such as Data Science, Economics, Statistics, Math, Finance or equivalent experience.

Relocation Statement:

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement: 

• We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
• This role will need to be in the office for in-person collaboration 1-2 times every 6-months and therefore can be situated anywhere in the country. 

#LI-REMOTE

#LI-SH2