Lead Data Analyst (Operations)

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

Note: For technical and other select roles, your first day will be spent at our HQ in Medford, MA to facilitate a smooth onboarding experience. Willingness to travel is required, as you may need to attend on-site team meetings from time to time.

Role Description and Mission:

The Lead Data Analyst (Operations) is at the forefront of data-driven initiatives for the group, acting as a linchpin between raw data and actionable insights. This position dissects complex datasets, identifies  patterns, and leverages those insights to drive business growth. Collaborates closely with various internal and external stakeholders, helping them understand the data and how this information can shape future strategies.

Key Outcomes:

• Advanced Analytics: Develop and deploy advanced analytical models to improve our understanding of Network supply and demand, identify operational inefficiencies, and deliver actionable recommendations to leadership
• Performance Monitoring: Implement real-time dashboards and reporting to track and assess Network performance against established metrics
• Network Strategy Innovation: Challenge the status quo and be willing to propose and test new strategies for increasing competition and engagement within our service provider network
• Stakeholder Feedback Analysis: Analyze feedback, ratings, and reviews from multiple sources and stakeholders to gain insights into service quality, customer satisfaction, and provider satisfaction, identifying actionable insights for improvement
• Service Provider Insights: Develop operational and performance data to generate actionable insights and recommendations for 3rd party service providers, enabling them to enhance their service delivery, optimize processes, and align more closely with organizational objectives
• Capacity Analysis and Modeling: Analyze the capacity of our Network, identifying gaps, weaknesses, and opportunities to improve operational efficiency and service quality, making recommendations for Network recruiting, retention, and optimization
• Testing: Leads test and pilots for process changes as a a result of analysis and communicates the results and recommendations to all areas of management
• Subject matter expert: Serves as an internal data analytics expert by ensuring consistency in data analysis methodologies and sharing of best practices

Skills, Education and Experience:

• BA/BS Degree or equivalent experience. Degree that emphasizes data analysis and communication (e.g., computer science, social sciences, physical sciences, math, engineering, or statistics) preferred
• 5+ years of business and data analysis experience
• Excellent communication and presentation abilities
• Strong problem-solving skills and business acumen
• Experience with data management, specifically with validating and auditing data and reports from multiple systems
• Demonstrated project and task management capability
• Past experience with BI, Google Workspace, and CRM Tools
• Proficiency in SQL and working with relational databases is required
• An analytical professional with attention to detail and high standard of performance excellence

Hiring In:

• United States: Arizona, California, Florida, Georgia, Illinois, M