Business Operations & Analytics Associate
- San Francisco, CA
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.
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
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