Business Operations & Analytics Associate

  • San Francisco, CA
  • Full-time
  • Current Square Employee?: Apply via go/jobs

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

Square is looking for a Business Operations & Analytics Associate to join the Customer Success Operations team. Our mission is to make banking and financial services accessible to underserved and unbanked. We move quickly, make incremental changes, and deploy to production every day. This role reports to a Customer Success Lead and will support building the strategy, infrastructure, processes, and tools which maximize customer happiness, team happiness, and operational efficiency, for our Seller Customer Success Operations team.

Responsibilities:

You will:

  • Lead projects that provide key insights or drive operational change and partner with senior leadership to accomplish these initiatives.

  • Collaborate with support team stakeholders to craft strategies to improve the performance of the team, and work with other Square teams to share learnings and guide the execution on your strategic recommendations through project management.

  • Develop reporting and summarize insights from the vast amount of data captured by Square.

  • Perform ad hoc analyses of performance trends to inform executive decisions e.g., performing analytics on impactful topics such as drivers of call volumes by customer segment and the long-term impact of calling Customer Success

  • Develop data models and pipelines to support the increasing scale and complexity of the CS organization (for example launching new channels such as Messaging, or bringing on new offshore teams)

  • Model and report on data in Looker to monitor and understand topics such as employee productivity, vendor tool efficiency, etc.

  • Work with other teams to answer questions that bridge many teams, such as the impact of product issues on support volumes

 

Qualifications

You have:

  • Bachelor's degree required, with major in analytical or technical field preferred

  • 5+ years of analytical experience in consulting, product / BI analytics, business or operations.

  • Experience working with senior leadership on small to medium term strategic projects that span ideation through delivery.

  • Advanced to expert level SQL proficiency and have familiarity with concepts beyond querying: schema and ETL design, and query optimization. Experience with reporting and visualization platforms (e.g. Tableau, Looker)

  • Familiarity with scripting/programming for data mining and modeling and ETL development (R, Python) is a plus.

  • Exposure using Statistics to provide and package key insights;

  • Creative problem-solving skills and a can-do attitude to overcome any obstacle

  • Willingness to take on big challenges and manage the results from brainstorming solutions to execution

  • Experience delivering zero-defect models and answers ability to catch and correct errors

Additional Information

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. Perks 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