Lead Analyst

The mission of the Business Operations team is to create strategic clarity and alignment to accelerate Instawork’s growth, and we tackle company-critical work in three areas:

• Business health & day-to-day operations. Define critical KPIs/metrics, stay on top of key trends in the business, perform analyses to unearth new insights and support important decisions, and design/own the "operating systems" that help run the business effectively.
• Strategic planning & goal-setting. Manage the processes that enable teams to produce clear strategic plans connected back to broader company strategy, and translate these plans into forecasts and ambitious goals/OKRs.
• Reporting and analytics. Create and distribute regular reports and dashboards to key stakeholders, ensuring data accuracy and integrity. Leverage advanced analytics techniques to interpret data, identify trends, and provide actionable insights to drive business growth and improvement.

As a lead analyst in Business Operations supporting the Community Operations team, your role will range from leading the incubation of strategic initiatives within our Community Operations Team to setting up a robust data architecture and identifying opportunities for support workflow efficiencies across the organization. You will partner closely with leaders across Operations, Product and Trust & Safety to help drive efficiency in our organization. This role will report to the Senior Manager of Business Operations, and will partner closely with the VP of Community Operations and analytics team in India. 

- What You'll Do

Define metrics, dashboards and weekly operating rhythms across our Community Operations and Trust & Safety teams

• Own forecasting and resourcing processes and manage how we think about contact volume to agent productivity to headcount needs in the future
• Lead the ideation and incubation of new workflow optimization strategies to manage inbound contact, translating insights from your understanding of the support operation into your own actionable experiments and initiatives
• Manage the data architecture and the data layers that span across many sources that to enable an efficient, scaled support operation with complex needs

Create comprehensive reports based on the defined metrics and data architecture, providing actionable insights to drive strategic decision-making and operational efficiency

- What We're Looking For

• 6+ years experience in data analysis within a marketplace organization (required), experience in a customer support organization (preferred), business operations/strategy & operations, management consulting, investment banking, and/or technology
• Strong data and analytics skills, including fluency in Excel / Google Sheets, SQL, and BI / data visualization tools
• Strong cross-functional and executive communication skills, including a proven ability to influence without authority and build strong working relationships with business partners
• Entrepreneurial self-starter that thrives in a fast-moving environment and are capable of independently seeking information, marshaling resources, and delivering results without waiting for direction
• Strategic thinker who is able to zoom out to the big picture while also understanding the nitty gritty of execution, set key business goals and milestones, and then work relentlessly to realize that strategy

Perks

Free  snacks • Health Insurance • Personal Insurance • Flexible Hours • Maternity/Paternity Leave • Broadband Reimbursement • Home Office Setup Allowance

Our Values

• Bias for Action -- We are a growing team and an evolving product. We want a team of do’ers to drive the company forward, even if it means making decisions with incomplete information or being wrong.
• Act Like an Owner -- Treat this company as though it is your own. Execute on the fundamentals, and act creatively to drive growth. Your ability to drive impact in any part of our company is only limited by your courage and conviction, not your job title.
• Always Be Learning -- We are changing an entire industry. We strive to learn from each other and get better each day, week, and month, so that our team’s learnings can compound and we can all improve, together.
• Empathy, Trust, Candor -- Empathy for our business partners and professionals means we put ourselves in their shoes. Empathy for our colleagues means we are always upfront and honest with each other, which comes from trust.