Operations Analyst, eCommerce
- San Francisco, CA
As an Operations Analyst on Square’s eCommerce (Ecom) Team, you will be responsible for understanding open-ended business problems by analyzing and interpreting a wealth of data about our products and customers. You'll partner with our Customer Success Leads to support their data needs and play an integral part in our ability to innovate.
You will be responsible for developing reporting and synthesizing insights from the vast amount of data captured by Square. You will collaborate with key Customer Success (CS) stakeholders to craft strategies that improve CS performance. You will also work with other Square teams to generate and share learnings, and drive the execution of your strategic recommendations. As Ecom continues to grow, you will need to be a quick learner, with a passion to improve analytics capabilities through driving self-service, tool building and system integration.
The successful candidate will combine innovative analysis, attention to detail, and a tenacity to overcome complex analytical challenges. Ideally, this person will have worked in a similar role (operations, CS, analytics), and have experience in interacting with stakeholders and senior management on a regular basis.
Perform ad hoc analyses of business performance trends and actionable CS insights
Deep dive analytics on high-impact topics such as drivers of call volumes by customer segment and the long-term impact on sellers of interacting with CS
Design and build data models / pipelines to support the increasing scale and complexity of the CS organization (e.g. launching new phone support technology)
Be Analytics first point of contact for CS and Ecom related CS insights within Square
Be responsible for managing relationships with CS leads and growing the data skills and engagement of CS as a whole
Model and report on data in Looker to monitor and understand internal performance and quality such as employee productivity, vendor tool efficiency and seller outcomes
Work cross-functionally with other teams to answer questions that bridge many teams, such as the impact of product issues on support volumes
Bachelor's degree required, with major in analytical or technical field strongly preferred
2+ years of analytical experience, in product / BI analytics, operations (CS is a plus)
Experience with SQL is a must; expertise with SQL beyond querying, such as query optimization, ETL construction, is preferred
Experience with reporting and visualization platforms (e.g. Tableau, Looker)
Familiarity with scripting/programming for data mining and modeling (R, Python) and ETL development (Ruby, Python). Extensive experience using these is a strong plus
Statistics basics required; significant experience working with AB tests preferred
Creative problem-solving skills and a can-do attitude to overcome obstacles
Willingness to take on big challenges and own the results
Strong communication skills and ability to work collaboratively across functions
Consistent track record of delivering zero-defect results - ability to catch & correct errors
At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.
At Square, we want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Meal reimbursements
- Wellness perks
- Paid parental leave
- Flexible time off
- Learning and Development resources