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Lead Data Analyst - Operations Analytics

Rover

Rover

IT, Operations, Data Science
Barcelona, Spain
Posted on Tuesday, April 16, 2024
Who we are:
Want to make an impact? Join our pack and come work (and play!) with us.
We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.
Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.
At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.
Who we're looking for:
We are seeking a highly skilled Senior Operations Analyst at Rover who is excited about independently owning complex, cross-functional projects from end to end. You will partner with senior business leaders on high visibility projects, relentlessly pursuing outcomes that directly influence the customer experience on the Rover platform. You will be seen as a thought leader on the team and across the organization, and should be comfortable operating with a high degree of autonomy in identifying and solving business problems.
We want someone who is passionate about directly shaping Rover’s support experience. You should be excited about partnering with product and business leaders to identify problems in the support experience and generate solutions that scale with the business. You will be responsible for designing robust tests and sophisticated analyses that deliver strong, actionable recommendations to improve our business. Examples of this include developing our strategy for multi-language global support, improving our self serve support experience, optimizing agent processes and workflows, assessing and improving how we measure support quality, etc.
In addition to concurrently driving several high impact cross functional projects, this person will also be responsible for creating new metrics to understand the performance of new business initiatives, developing reporting dashboards, and building data abstractions in DBT. Additionally, they will play a vital role in supporting AB testing and experimentation efforts, using statistical analysis to evaluate changes and drive meaningful change across the business.

Your Responsibilities:

  • Partner with business leaders to identify and size problem areas, conduct deep and comprehensive analyses to better understand the problem and recommend solutions.
  • Partner with our Operations Scalability product team to find opportunities to improve our customer experience and reduce our support costs through improving agent efficiency
  • Develop strategies to both measure and optimize the organization’s efficiency, agent performance, and interactions with customers
  • Serve as strategic partner and advisor to business leaders, responsible for making recommendations on investments and optimization strategies in key functional area
  • Help build the team by mentoring junior team members on data manipulation and business partnering
  • Support the construction of our reporting abstractions (built in dbt)

Your Qualifications:

  • At least 6 years experience working cross-functionally with complex datasets to support organizational decision making.
  • Excellent verbal and written communication skills. Specifically, you know how to narrate analysis and results to business partners in a useful, concise, and meaningful way.
  • You are extremely comfortable with taking ambiguous issues and structuring them into crisp business problems, and using those to develop and execute on a refined project plan with clearly identified deliverables, all with relative autonomy.
  • Strong proficiency with SQL. You would feel confident reviewing code produced by other analysts and data scientists
  • You have hands-on experience building out data abstractions using tools such as DBT or Airflow as well as a variety of data visualization tools (e.g., Mode, Looker, Periscope, Tableau, etc.)
  • You can independently prioritize projects based on return on investment and own the end-to-end project management for our analytics deliverables
  • You are excited to help build a team and mentor junior analysts

Nice to have:

  • Masters degree in a quantitative field OR on the job experience with applied statistics.
  • Ability to code in Python/R is a plus
  • Hands-on experience working with customer service tool data sets (e.g., Zendesk)
  • Hands-on experience running A/B tests and experiment design

Benefits of working at Rover:

  • Competitive compensation
  • Permanent contract
  • Pension Plan
  • Meal tickets through Cobee
  • Generous PTO Allowance
  • Private health insurance
  • Discounted Gym Membership
  • Bring your dog to work (and unlimited puppy time)
  • Monetary help for adopting a dog plus yearly credit to use on our platform
  • Flexible work hours, sometimes you’ll need to be in at certain times, but on the whole, we’re pretty flexible when it comes to managing workload and time
  • Grab snacks, fresh fruit, in our kitchen to keep yourself going
  • Regular team activities, including happy hours, game nights, and more
Rover is an equal-opportunity employer committed to promoting a diverse, inclusive, and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations, and ordinances.