Senior Manager, Analytics, Customer Experience
San Francisco, CA; Sunnyvale, CA; Seattle, WA; New York, NY; Los Angeles, CA; Chicago, IL
USD 219K-323K Senior-level Full Time
Tasks
- Define resolution quality metrics across support channels
- Design evaluation frameworks for AI support resolution quality
- Drive experimentation best practices and statistical analysis
- Improve teammate tooling and workflows using analytics
- Lead analytics vision for customer resolution quality
- Manage and grow a team of data scientists
- Present insights to senior leadership and align cross functional partners
- Quantify tradeoff between customer experience quality and operations cost
- Translate contact and resolution patterns into product and operations roadmap
Perks/Benefits
- 401k plan with employer matching
- Commuter benefits match
- Dental benefits
- Medical benefits
- Paid parental leave
- Paid sick leave
- Paid time off
- Vision benefits
- Wellness benefits
Skills/Tech-stack
A/B | A/B Testing | Artificial Intelligence | B testing | Data Pipelines | Data Science | Data Visualization | Experimentation | Hypothesis Testing | LLM | Machine Learning | Regression Modeling | SQL | Statistical Analysis | Statistical modeling
Education
Bachelor of Engineering | Bachelor of Science | Master of Science
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