Operations Analytics Manager (Customer Analytics) - Prosper

Problems You Will Solve

• Identify sources of customer feedback and develop a process to obtain and analyze that feedback
• Write SQL, perform BigQuery queries to retrieve data, and create datasets and reports for Tableau
• Identify, analyze and interpret trends and patterns in datasets and test results.
• Partner with stakeholders to understand, determine, create and document business requirements and specifications for required reporting or analysis
• Develop a strategy for gathering feedback on every aspect of the business that interacts with customers
• Translate business requirements into technical requirements
• Anticipate change and provide data-driven analysis, forecasts, insights, strategic or tactical plans or solutions/recommendations on complex business problems to stakeholders and business leaders
• Provide feedback to departmental leaders on proposed strategies and initiatives to address customer feedback
• Use dbt to create custom schemas and data models to supply customer feedback data to analyst teams across thecompany
• Design Key Performance Indicators (KPIs) for each level (i.e., agent, team, enterprise) of the business that are interpretable, actionable, and meaningful
• Work cross functionally to shepherd projects from ideation into production through collaboration with Legal, Credit Risk, Operations, Product, and Engineering teams to ensure efficiencies are realized

About You

• Bachelor's degree AND five years of relevant work experience in an analytical role OR 9 years of relevant working experience
• 5+ years of experience in an analytical role, preferably working to improve customer experience (8+ years relevant experience preferred)
• Strong ability to work and make critical decisions independently; proven communication and collaboration skills; and will take the initiative to contribute beyond basic responsibilities
• Intermediate or higher level of expertise writing queries in SQL or BigQuery
• Intermediate or higher level of expertise creating statistical models in Python or R
• Efficiency with data visualization tools, such as Tableau, PowerBI, etc.
• Effective application of analytical techniques, including trend analysis, forecasting, and experiment design
• A passion for solving complex problems in operations and an ability to create and execute test plans in a complex/dynamic environment
• Some leadership experience is desirable

What We Offer

• The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
• The opportunity to work in a fast-paced environment with experienced industry leaders
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
• Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
• A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts

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