Job Description
The Customer Success Operations team manages the day-to-day operations of the CS organization (Workforce Management, Vendor Management, Tools/Infrastructure), as well as identifying, designing and implementing strategic projects to improve the performance (quality and efficiency) of our CS team. We are a data-driven team: data engineering and analytics is central to everything we do and underpins all of the functions mentioned above.
Square is looking for a Data Analytics Lead to join the Seller Customer Success Operations team to help build the strategy by providing data insights around customer satisfaction, team happiness, and operational efficiency.
You will lead a team of Data Analysts and you will be responsible to lead experimentation initiatives (including AB testing), develop automation solutions, run analysis and summarize insights from the vast amount of data captured by Square, and drive strategic decisions with data to improve the performance of our organization.
We are looking for a leader who combines a strong technical background with excellent team leadership abilities, and who can develop cross-functional relationships.
YOU WILL:
Set the vision and roadmap for the CS Data Analytics team. Look beyond the immediate asks on the team to prioritize initiatives that will enable the team to scale to meet its future needs
Manage, nurture and grow our CS Data Analytics team. Develop their skills and experience through investing time in detailed reviews of their work, coaching specific skill areas and collaborating on career development paths
Collaborate with partner teams on delivering new work, with clear expectations of deadlines and milestones
Partner with stakeholders to make data-driven decisions across the organization by leveraging descriptive and predictive analytics where it will have material impact
Apply a diverse set of tactics including statistics and quantitative reasoning to solve problems as well as independently research and produce actionable insights
Own, coordinate, and solve complex, cross-functional problems with data driven analysis
Communicate analysis and decisions to high-level stakeholders and executives in verbal, visual, and written media
Provide comprehensive day-to-day analytics support to partner teams, develop tools and resources to empower data access and self-service so your expertise can be leveraged where it is most impactful
Lead strategic analytical projects that provide important insights or promote operational change. You will partner with senior leadership to accomplish these projects, providing analytical horsepower to high-level projects
Perform ad hoc analyses of business performance trends to inform executive decisions and provide ad hoc reporting in Looker. For example, performing deep dive analytics on high-impact topics such as drivers of call volumes by customer segment and the long-term impact of calling Customer Success
Qualifications
YOU HAVE:
5+ years of analytical experience in consulting, data analytics, data science, or machine learning and predictive analytics
Bachelor's degree required, with major in analytics, statistics, finance or data science field strongly preferred
1 -2 years of experience managing and developing a team of at least 5 data analysts, covering both individual development as well as overall team strategy
Proven track record of managing relationships and delivering data analytics projects in partnership with a wide variety of teams and functions within a medium-large company
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)
Work experience with Python
Proven ability to lead data-driven cross-functional projects that depend on the contributions of others in a variety of disciplines
Fluency with statistics techniques to structure analyses and provide insights (e.g. statistical tests, AB testing)
Strong written and verbal communication skills and ability to build strong relationships and influence across cross-functional teams
Experience in applying data-backed heuristics to solve practical product problems such as predicting churn, cross selling, clustering user archetypes, and more
Familiarity with scripting/programming for data mining and modeling is a plus
Preferred: Familiarity with the world of Customer Success / Customer Support, including common metrics, drivers and business best practices
Additional Information
We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. _WANT TO LEARN MORE ABOUT WHAT WE’RE DOING TO BUILD A WORKPLACE THAT IS FAIR AND SQUARE? CHECK OUT OUR I+D PAGE. _
Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
PERKS
We want you to be well and thrive. Our global benefits package includes:
Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.