As the Business Analyst on the Member Services team at Via you’ll be focused on making data-driven decisions towards improved quality and efficiency in the department. You’ll analyze the team’s operations, provide recommendations and lead the execution of strategies to improve productivity, service, and customer satisfaction levels. Additionally, you will collaborate with a top-notch, global multidisciplinary team to brainstorm, implement, and analyze solutions to optimize our service and ensure that it runs flawlessly.
Responsibilities and Duties
Manage all Member and Driver services data from the different systems and databases (including CRM, ticketing, workforce-management, etc.)
Improve company-wide visibility into support performance KPIs
Perform research and analyses and translate findings into easy to understand reports or presentations for management
Build and improve tools for agents and managers to monitor and track performance and progress
Collaborate cross-functionally towards process improvement strategies and implementation
Help member & driver services leaders make data-driven decisions
Strong analytical background combined with excellent communication skills
Efficient, organized, and independent - a self-starter who is comfortable taking on significant responsibility and learning on the job
Exceptional Excel and data-synthesis skills, with a knack for robust simplicity (Knowledge in Tableau and SQL, with Python/R experience a plus)
Problem solver, team player, and a hands-on mentality; you always bring a great attitude and are excited to work cross-functionally
3+ years of experience in data analytics/reporting/business insights
Bachelor’s degree and a record of exceptional academic achievement
At Via, we're on the cutting edge of mobility. We’re building revolutionary technology that’s changing the way people get around. It's on-demand transit on a mass scale, a smarter transportation that’s friendly to our planet. From on-demand autonomous shuttles in Australia to dynamically routed bus fleets in Singapore, our sophisticated operating system is powering transportation in the world’s biggest cities and is sought after by prominent transportation players globally. We’ve provided more than 50 million shared rides already, and we’re growing at an astonishing rate. We have offices in more than 15 countries and deployments in more than 50 markets, with a goal of hundreds of deployments within the next two years. If you’re someone who relishes wearing multiple hats, never backs down from a challenge, and loves getting things done, we’d love to hear from you!
Via offers above market compensation packages and benefits, including equity, health insurance, and relocation assistance.