Analytics Lead, SCC

United States Digital Space LLC; Toronto; Hybrid; CAD 96,000 - 120,000; Full time

Benefits offered by this job

Health & dental coverage

Life Insurance

Disability benefits

Mental health benefits

Family building benefits

Child care benefits

Pet benefits

Health Care Savings Account

RRSP matching

Flexible paid time off

Parental leave

Commuter benefits

Ride credits

Job summary

United States Digital Space LLC is seeking a Data Analytics Lead in the Toronto area, on a hybrid schedule. You will partner with product, engineering, data science, and business operations to identify opportunities and deliver actionable insights that improve the customer support experience.

The role requires a quantitative degree and 2+ years in a data science or analytical role at a high-growth startup, with strong SQL and Python skills and the ability to communicate clearly with diverse

Qualifications

• Degree in a quantitative field such as statistics, economics, applied math, operations research or engineering.
• 2+ years of hands-on data science or analytical role in a high-growth startup.

Responsibilities

• Partner with Product, Engineering, Data Science & Analytics, Business Operations and other cross-functional stakeholders to achieve business goals.
• Develop frameworks and scalable processes to drive decision-making and prioritization.
• Define metrics and dashboards to track impact on the support platform’s health.
• Design A/B tests and analyses to evaluate new product features and improvements.
• Deliver data-driven insights and actionable recommendations for improving customer support experience.
• Monitor KPI performance and present findings to senior leadership.

Skills

SQL

Python

Data analysis

Communication

Cross-functional collaboration

Education

Quantitative field degree

Job description

At the company, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

The vision of the Safety & Customer Care (SCC) team is to foster long-term loyalty to the company with every support interaction. If we are successful, a the company customer will rarely interact with the company Support. But when that interaction occurs, their issue is resolved quickly, effectively, and with true care. For a the company customer, their experience of Support should be that “the company cares about me and made the experience easy.”

As a Data Analytics Lead, you’ll partner directly with cross-functional stakeholders to identify opportunities and design solutions for improving our customers’ support experience. You’ll leverage your analytical expertise to deliver actionable insights and recommendations to drive quality business decisions with customer-facing impact. The ideal candidate is a critical thinker and exceptional problem solver who can build strong relationships with different teams, and who is eager to serve as a leader within the broader Support organization to drive our business forward.

Responsibilities

• Partner with Product, Engineering, Data Science & Analytics, Business Operations and other cross-functional stakeholders to achieve business goals

• Develop frameworks and scalable processes to drive decision-making and prioritization

• Define the metrics used to measure the success of strategic initiatives and health of our support platform; build dashboards to track metrics over time

• Design A/B tests and execute analyses to evaluate the impact of new product features and operational improvements

• Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experience

• Monitor and diagnose KPI performance and present findings to senior leadership

Experience

• Degree in a quantitative field like statistics, economics, applied math, operations research or engineering. Advanced degrees are preferred

• 2+ years of hands-on technical experience in a data science role or equivalent analytical role in a high growth startup

• Ability to translate unstructured business problems into clearly defined requirements with minimal oversight

• Strong problem-solving and analytical skills with the ability to transition between detailed data and high-level business problems

• Exceptional communication (listening, written, and oral) skills with the ability to present findings & recommendations targeted to the audience in question

• Strong interpersonal skills, with the ability to build relationships and trust across functions and work collaboratively

• Proficiency in SQL and Python with ability to independently break down large datasets and synthesize inputs from multiple sources

Benefits

• Extended health and dental coverage options, along with life insurance and disability benefits

• Mental health benefits

• Family building benefits

• Child care and pet benefits

• Access to a the company funded Health Care Savings Account

• RRSP plan with company match to help save for your future

• In addition to provincial observed holidays, salaried team members are covered under the company's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service

• the company is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.

• Subsidized commuter benefits and the company ride credits

the company is committed to creating an inclusive workforce that fosters belonging. the company believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. the company also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.

the company highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule - Team Members will be expected to work in the office at least 3 days per week, including on Mondays, Wednesdays, and Thursdays. the company considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks the company offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Toronto area is CAD $96,000 - CAD $120,000, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.

the company may use artificial intelligence to screen applicants, however, the company employees make the ultimate selection and hiring decisions.

This job fills an existing vacancy.