Senior Analyst, Operations - Gig Driver Drop-off Experience

Position Summary...

What you'll do...

Want to use your creativity, critical thinking, and driver obsession to influence the future of eCommerce deliveries? The Sr. Analyst, Gig Driver Drop-off Experience will support the Driver Experience (DX) team by highlighting opportunities to develop best-in-class operations and reduce trending defects. This analyst will develop a deep understanding of the Spark Driver platform and empathy for the drivers they are building for through testing, research, and rigorous data analysis. 

We are seeking a highly strategic and results-driven Sr. Analyst with experience deep-diving to connect data with the real-world. To be successful in this role, you will continuously uncover and prioritize top opportunities using data-driven insights to influence stakeholders on the next big opportunity.

The DX team is focused on enhancing the experience of gig delivery service providers on the Spark platform, with this role contributing by ensuring drivers on the Spark platform have a seamless journey across systems and processes used for dispensing merchandise before delivering it to customers. This existing program is fast-moving, highly visible, and engages with various tech and operations teams.   In this position, you will be responsible for reporting on top issues supported by business impact analyses.

The ideal candidate has experience working in a tech, operations or gig economy platform environment, and is a self-starter and able to deliver results in a fast-paced environment. This person must be willing to dig into data to understand problems, even manually combing through complex support agent notes. Prior experience generating insights from large datasets is required.  

You’ll make an impact by…  

• Supporting the drop-off roadmap by identifying opportunities to deliver new experiences while improving KPI relating to a defect-free platform.  
• Reporting trending feedback and top issues from various feedback channels (driver support contacts, OSAT/NPS surveys, etc.)  
• Partnering with Driver Support teams for trending bugs/issues and self-serve opportunities or systematic changes that result in reduced contact rate.  
• Conduct independent deep-dive investigations with business impact assessment that influences key stakeholders to take immediate action or assign prioritization.  
• Reporting experiment pre/post analysis from various data sources to provide key go/no-go decisions for expansion.  
• Developing strong partnership with analytical teams to ensure accessible data for immediate needs and projects within the strategy roadmap.  
• Serve as a key liaison with stakeholders from Comms, Content, and Marketing by communicating upcoming product/operational changes impacting drivers and maintaining accuracy of all SOP and knowledge base articles to ensure Driver Support agents and Drivers have the latest information.