Operations Analytics Manager (Customer Analytics)

About UsFounded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., Prosper was built on a simple idea: connect people who want to borrow money with those who want to invest. Since inception, Prosper has helped more than a million people gain access to affordable credit with over $23 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through a variety of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we believe this encourages innovative thinking and helps us deliver on our mission.   We’re on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that’s democratizing finance for all!  
About Our Operations TeamRooted in our values, Prosper’s Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper? 
Our ValuesDiversity expands opportunitiesCollaboration creates better solutions Curiosity fuels our innovationIntegrity defines all our relationshipsExcellence leads to longevity Simplicity guides our user experience Accountability at all levels drives results
www.prosper.comOur Story & Team  //   Our Blog 
The Role
As an Operations Analytics Manager (Customer Analytics) you will help Prosper deliver the best-in-category user experience. You will identify sources of customer feedback, analyze feedback data and identify trends in customer feedback that can be used by the business. You will be responsible for developing and deploying data driven strategies and insights for Operations. You will identify Key Performance Indicators (KPIs) and develop reporting to ensure we are measuring the right metrics and driving the right business decisions. In this role, you will partner with business owners to pursue analytical opportunities and uncover insights to inform change. You will serve as a leader among the Operations Analytics team and partner with Operations, Risk, Legal, Marketing, and Engineering teams to improve processes and deliver against projects.

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
• 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
• Provide datasets, analytics, and consultation of reporting tools to users and cross-functional teams
• Break down data into bite-sized summaries for executive leadership
• Provide synthesized analysis of test results for experiments to measure improvement in customer feedback
• Establish and manage expectations with project stakeholders to ensure timely deliveries
• Design 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

• 8 years of relevant experience in an analytical role, preferably working to improve customer experience
• 3+ years of experience executing projects in a cross-functional setting
• Bachelor’s degree or relevant work experience in an analytical role
• Strong ability