Analytics Lead, Safety & Customer Care

Responsibilities

• Partner with Product, Engineering, Data Science & Analytics, Business Operations and other cross-functional stakeholders to achieve business goals
• Develop frameworks and scalable processes to drive decision-making and prioritization
• Define the metrics used to measure the success of strategic initiatives and health of our support platform; build dashboards to track metrics over time
• Design A/B tests and execute analyses to evaluate the impact of new product features and operational improvements
• Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experience
• Monitor and diagnose KPI performance and present findings to senior leadership

Experience

• Degree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred
• 2+ years of hands-on technical experience in a data science role or equivalent analytical role in a high growth startup
• Ability to translate unstructured business problems into clearly defined requirements with minimal oversight
• Strong problem-solving and analytical skills with the ability to transition between detailed data and high-level business problems
• Exceptional communication (listening, written, and oral) skills with the ability to present findings & recommendations targeted to the audience in question
• Strong interpersonal skills, with the ability to build relationships and trust across functions and work collaboratively
• Proficiency in SQL and Python with ability to independently break down large datasets and synthesize inputs from multiple sources

Benefits

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan with company match to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership