Your goal is to manage our team of data analysts in order to help our clients to measure the performance of their Digital Customer Service, identify bottlenecks and discover new opportunities for improvements in their contact center. You will act both as an individual contributor and as manager of the team - coaching the team members, ensuring good collaboration with other roles and departments, establishing necessary processes and practices as the company grows.

The data analytics team works closely with our clients, customer success team and domain experts to define the key performance indicators and then implement client facing BI dashboards and documentation in collaboration with product management, design and engineering teams.

Additionally, the data analysts help Glia departments to set their key performance indicators and build corresponding internal dashboards for improving sales, marketing, customer success and product discovery.

Experience & Skills

• Bachelor’s degree in Business, Mathematics, Statistics, Computer Science, Engineering, Economics or a related field.
• 3+ years of experience as a data analyst, 1+ years of experience as a manager or team lead for data analysts, coaching and hiring new team members.
• Experience working alongside product management, design and engineering, with the focus on improving the analytics capabilities of the platform according to clients’ needs and product strategy.
• Skills for organizing the work of data analysts, establishing the necessary practices and procedures and enhancing them as the team and company grows.
• Passion for helping the data analytics team to make an impact on product adoption, retention and growth in collaboration with product management.
• Knows how to create and maintain reports and dashboards using SQL and AWS QuickSight.
• Alternative: experience with other BI tools such as Amplitude, Tableau, Zeppelin, Sisense, Looker.
• Bonus: Experience with Python and building data warehouses for analytics purposes.
• Very good presentation and communication skills both written and verbal in English.
• Bonus: Spanish
• Attention to details in a fast-paced work environment.
• Problem solving skills and willingness to learn are must-haves.

Responsibilities

• Manage the people in the data analytics team, mentoring and hiring new team members.
• Establishing and maintaining the career and skills framework for data analysts.
• Ensuring that the data analytics processes and best practices are applied and continuously improved.
• Organizing the work between the team members.
• Define, calculate and track customer key performance indicators.
• Build and own all customer-facing dashboards in our product.
• Interact with our proprietary databases and web APIs to extract insights and prepare data for analysis.
• Collaborate with the data warehouse team to automate data pipelines, share best practices and find the best technical solutions for our long-term reporting needs.
• Help define, calculate and track KPIs for Glia departments (Sales,  Success, Product, Marketing).
• Build and own all internal dashboards for business or product development purposes.
• Share and present findings with the management team and other internal audiences.