Senior Data Analyst, Engineering Excellence

Design & build solutions to help Flexport scale

The opportunity:

Flexport is seeking an Engineering Excellence Data Analyst. We are looking for a bright, passionate and dedicated individual to join our Engineering Excellence team to support management of Incident/Problem management as well as Customer Support. This position will require working closely with Engineering, IT, Security as well as other business units (BU) within Flexport to drive visibility within those important programs.

You will:

• Collecting and analyzing incident and customer data:
  • To support Customer Support organization, you will need to collect data from various sources such as CRM systems, customer feedback, social media, and surveys. Once you have the data, you will need to analyze it to identify patterns, trends, and insights.
  • For Incident mgmt, you will need to collect and analyze data related to incidents, such as the number of incidents, their frequency, their severity, their root cause, and the time it takes to resolve them.
• Reporting: You will be responsible for preparing reports based on your analysis that will be used by your company's management to make decisions
• Creating dashboards: You will need to create dashboards that display important metrics related to incident mgmt and/or customer support
• Drive VOC initiative, collect feedback, derive NPS and/or other satisfaction metrics
• Drive Engineering ownership and accountability for their technology and short/long term improvements
• Drive the communication and alignment between various BU engineering teams

You should have:

• 5+ years' hands-on data analytics experience in Customer Support and/or Incident management/Problem management space
• 5+ years's experience with Productiv or like system
• Experience tracking budgets and reporting spend over time
• Outstanding communication and interpersonal skills
• Experience communicating with vendors to manage expectations and relationships
• Strong mathematical and analytical skills with attention to detail
• Ability to solve complex procurement operations problems in a fast-paced environment
• Excellent interpersonal, leadership and communications skills a must

About Flexport:

We believe global trade can move the human race forward. That's why it's our mission to make global trade easier for everyone. We aim to do this by building the Operating System for Global trade - a strategic model combining advanced technology and data analytics, logistics infrastructure, and supply chain expertise. Flexport today connects almost 10,000 clients and suppliers across 109 countries, including established global brands like Georgia-Pacific as well as emerging innovators like Sonos. Started in 2013, we've raised over $1.3B in funding from SoftBank Vision Fund, Founders Fund, GV, First Round Capital and Y Combinator. We're excited about the three big ways we're moving forward after our recent $1B investment from SoftBank Vision Fund in February 2019.

Worried about not having any logistics experience?

• Don't be! We're building the first Operating System for Global Trade. That's why it's incredibly important for us to bring people from diverse backgrounds and experiences together with our industry veterans to help move the freight forwarding industry forward.
• What's freight forwarding and why does it matter? Freight forwarding is the coordination and shipment of goods from one place to another and it's what makes global trade possible. Flexport is on a mission to make global trade easier for everyone because we believe it can help connect the world and break down economic barriers.
• We know this industry is complex. That's why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.

At Flexport, our ability to fulfill our mission of making global trade easy for everyone relies on having a diverse, dedicated and engaged workforce. That is why Flexport is committed to creating and nurturing an environment where anyone can be their authentic self. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.