Analytics Lead, SCC
The Analytics Lead will analyze customer-support data, define performance metrics, design experiments, and deliver recommendations that improve the support experience. The role requires quantitative education, at least two years of analytical or data-science experience, and strong SQL and Python skills.
About the job
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 metrics for measuring strategic initiatives and support-platform health; build dashboards to track metrics over time.
- Design A/B tests and analyze the impact of product features and operational improvements.
- Deliver data-driven insights and actionable recommendations to improve the customer support experience.
- Monitor and diagnose KPI performance and present findings to senior leadership.
Requirements
- Degree in a quantitative field such as statistics, economics, applied mathematics, operations research, or engineering; advanced degrees preferred.
- At least 2 years of hands-on technical experience in a data science or equivalent analytical role at 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 move between detailed data and high-level business problems.
- Exceptional listening, written, and oral communication skills, including presenting audience-appropriate findings and recommendations.
- Strong interpersonal skills and the ability to build relationships and trust across functions.
- Proficiency in SQL and Python, with the ability to independently analyze large datasets and synthesize inputs from multiple sources.
Compensation and Benefits
- Extended health and dental coverage, life insurance, and disability benefits.
- Mental health, family building, child care, and pet benefits.
- Lyft-funded Health Care Savings Account.
- RRSP plan with company match.
- Flexible paid time off for salaried team members; hourly team members receive 15 days paid time off, plus an additional day for each year of service.
- 18 weeks of paid parental leave through a top-up plan.
- Subsidized commuter benefits and Lyft ride credits.
- Hybrid schedule requiring at least 3 days per week in the office, including Mondays, Wednesdays, and Thursdays; hybrid roles may work from anywhere for up to 4 weeks per year.
- Expected base pay range in the Toronto area: CAD $96,000–$120,000, excluding potential equity, bonus, and benefits.
Skills
SQL, Python, A/B Testing, Data Analysis, Data Science, Statistics, Dashboarding, Kpi Analysis, Metric Definition, Data Visualization
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