Note! Apply link will take you to an external website.
Customer Experience Operations Analyst (Remote)
Getaround, United States
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jan 18, 2022
Last Date
Feb 18, 2022
Location(s)
Job Description
Getaround’s Customer Experience organization is focused on delivering fast and fair service for Getaround’s Hosts and Guests. The organization takes a customer-centric, proactive approach to engaging, educating and empowering our customers, with the goal of fostering lasting customer relationships. Understanding performance and trends is a key part of delivering on this promise.
In this role, you will be part of a team developing dashboards for departmental and agent level performance metrics, analyzing qualitative customer service contact data, and doing basic workforce analytics for the Customer Happiness and Community operations. This will include expanding on existing metrics, reporting on key metrics, analyzing trends, and assisting with workforce planning and measuring.
Reporting to the Sr. Mgr Community Operations, this is an exciting opportunity to join a rapidly scaling company in a highly impactful role. Join us and help to create a reliable and affordable transportation option for those who need it most while simultaneously creating economic opportunity for fleet-owning entrepreneurs. What You’ll Do- Own metric definitions and key dashboards. Expand on existing metrics as the organization’s strategy evolves
- Focus on converting customer contacts into quantifiable and actionable feedback and data
- Maintain workforce/staffing models, assist with schedule creation and coverage maintenance
- Assist with scoping and analysis of key project impacts
- Build and maintain dashboards with key CX OKRs and KPIs
- Manage budgeting and planning processes for CX team, maintaining monthly analysis of cost to projects for systems, headcount etc
What You’ll Need- 3+ years experience working with data in a tech start-up or tech marketplace
- Experience with project prioritization, scoping and impact analysis
- Experience with Looker, Tableau or similar analytics tooling
- Strong business intuition and a customer-centric mindset
At Getaround, we are proud to be an Equal Opportunity Employer. We believe that no matter your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, your perspective has value.
Come join us in continuing to make Getaround a great place to work! Job Specification
Getaround
Information Technology and Services - Paris, France