Director, Data & Business Intelligence, Customer Service & Support

The Opportunity

At Flexport, we know global trade can move the human race forward. That’s why it’s our mission to make global trade easier for everyone. Flexport today connects more than 10,000 clients across more than 100 countries. Our role is to help businesses of all sizes find the global trade solutions that will empower their success.

At the foundation of this mission for Flexport, is our Customer Service & Support (CSS) strategy. Working backwards from technology, customer service will be easy, seamless, accurate and efficient with expert human support tailored to the needs of each business segment. 

About the role 

We use data to make the Flexport experience better for our customers by leveraging anecdotes and contact reasons to turn them into actionable data to eradicate pain points and build automated/self-serve solutions where possible. Additionally, we need optimize current operations teams in support of Data Services and Invoicing functions while working backwards from automation and digitization roadmaps.

To develop, manage and support this, we are  seeking a Director, Data & Business Intelligence. In this role you will build datasets, insights, and platforms to define, plan and operate world class operational models and solutions.

Does this excite you? Are you self-motivated, highly analytical, technically excellent with data , and passionate about delivering impactful data solutions? Do you believe it all revolves around the customer? Do you get energized by the opportunity to play a part in shaping the future for Flexport and its customers? Do you want to have fun as part of a high-performing team of creative leaders? If yes, this may be the role for you.

You will

• Lead a team of 2-5 people 
• Design, develop, implement, test, document, and operate large-scale, high-volume, high-performance data structures for business intelligence analytics. 
• Mine and analyze data while translating key findings and trends into meaningful information, used to construct and influence CSS strategies. 
• Architect, build, publish, and maintain reliable data models to allow self-service data consumption, flexible querying and data visualization.
• Own the full development life cycle of CSS specific data sets, end-to-end, from design, implementation and testing, to documentation, delivery, support, and maintenance. 
• Produce comprehensive, usable dataset documentation and metadata.
• Build a workforce management infrastructure from scratch in support of large scale operations 

You should have:

• 8+ years of work experience in data curation lifecycle (data ingestion, transformation, modeling, organization and delivery); prior experience at a modern technology company with a well-developed data organization OR a bachelor’s degree in a quantitative field, such as statistics, mathematics, computer science, software engineering, or a related field with 5+ years of industry experience.
• 5+ years of experience in people leadership 
• Extensive experience in: 
• Using database, and business intelligence tools such as SQL, ETL, Tableau, Power BI, MS Excel, Redshift, or Oracle;
• Processing large, multi-dimensional datasets from multiple sources;
• Performing statistical analyses;
• Developing automated reporting;
• Conducting strategic business analysis;
• Identifying metrics and Key Performance Indicators (KPIs), gathering data and presenting decks and dashboards.
• Developing data modeling strategies
• A "compliance first" attitude to keep our regulators happy and enthusiastic about Flexport since we operate in a heavily regulated industry

About Flexport

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make it easy and accessible for everyone. We’re shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. 

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we’re experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

Worried about not having any freight forwarding experience?

Don’t be! Our mission is to make global trade easy for everyone. That’s why it’s important to bring people fr