Member Experience Analytics & Workforce Forecasting

Base Power; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Base is building America’s next-generation power company, relying on data to keep Member Experience running smoothly. This role owns SLA tracking, volume forecasting, headcount planning, and the analytics stack used to monitor performance across support channels.

You’ll translate data into actionable decisions that improve efficiency and member outcomes. You’ll design scalable models and dashboards, partner with Product and Ops, and help shape how we staff and operate as the company grows.

Qualifications

• 4+ years in data analytics, data science, workforce management, or operations for frontline teams.
• Strong SQL and BI tooling skills to build models, dashboards, and forecasts.
• Experience owning and administering support platforms and data products.
• Ability to translate complex analysis into actionable recommendations for leaders.

Responsibilities

• Own SLA and performance metrics across support channels and report on trends.
• Build and maintain workforce models: forecast volume, staffing, and scheduling.
• Design and maintain full operational reporting with real-time visibility dashboards.
• Analyze drivers and patterns to identify root causes and drive efficiency with Product and Ops.
• Partner with Engineering to evaluate and improve tooling and data platforms.

Skills

SQL proficiency

BI dashboards

Forecasting

Workforce management

Data storytelling

Data infrastructure

Job description

Base is building America’s next-generation power company, relying on data to keep Member Experience running smoothly. This role owns SLA tracking, volume forecasting, headcount planning, and the analytics stack used to monitor performance across support channels.

You’ll translate data into actionable decisions that improve efficiency and member outcomes. You’ll design scalable models and dashboards, partner with Product and Ops, and help shape how we staff and operate as the company grows.