Job Description
Requirements
- You bring deep expertise in analytics, user research, and commercial strategy,
- 7+ years of experience in analytics or user research, with proven marketplace experience driving exceptional customer outcomes,
- Excellent analytical skills combined with effective use of qualitative data and user research to deliver actionable insights,
- Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate, and their strategic drivers,
- Strong understanding of how product experience impacts customer care demand and resolution,
- Experience with customer care automation and AI tools (both customer-facing and internal) to improve operations,
- Excellent communication and project management skills—you simplify complex concepts for diverse audiences,
- Strong ability to manage cross-functional teams and collaborate with stakeholders including BPOs and external partners,
- Familiarity with BigQuery...
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