Senior Service Analyst

Simbe Robotics; San Francisco (CA); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Simbe Robotics in the San Francisco Bay Area seeks a Senior Service Analyst to own end-to-end visibility of client commitments and build the processes, investigations, and cross-functional partnerships that keep service quality measurable and improving.

This delivery-driven role focuses on accurate, timely data delivery, with ownership of SOPs, dashboards, and cross-team coordination across engineering, service operations, and client success. Hybrid work with on-site requirements apply.

Qualifications

• 6+ years of data analyst experience in SaaS or tech operations
• Experience with SLA/SLO tracking or service-level reporting
• Strong SQL and data querying; comfortable with BigQuery
• Experience building dashboards in Looker or BI tools
• Exceptionally organized with multiple workstreams and meticulous documentation
• High attention to detail and ability to detect anomalies in data
• Clear communicator translating data into actionable operational recommendations
• Familiarity with dbt or similar data transformation tooling
• Exposure to forecasting or capacity planning workflows
• Experience mentoring or setting standards for junior analysts

Responsibilities

• Define and evolve what healthy service means across client portfolios with account team input
• Own tracking and reporting of account and fleet performance end-to-end, including accuracy and timeliness
• Lead detailed QA and root cause analysis to identify service gaps and systemic patterns
• Document findings with an audit trail of issues, resolutions and follow-ups
• Drive issues to resolution with engineering, prioritizing and escalating as needed
• Maintain service observability handbook and SOPs, identify missing processes
• Build and maintain dashboards and tooling (Looker, BigQuery) for client and fleet health
• Ensure data accuracy and dashboard reliability as a trusted source of truth
• Collaborate with data-labeling, CV, solutions engineering, service ops and client success teams
• Mentor others and raise the bar on observability practices

Skills

SQL

Looker

BigQuery

Dashboards

QA analysis

Analytical thinking

Data storytelling

Tools

Looker

BigQuery

Job description

San Francisco Bay Area (Hybrid — Burlingame office 2-3x/week required)
Must currently reside locally; this is not a remote-eligible role.

Simbe Robotics is a leading retail robotics company providing in-store intelligence solutions that help retailers optimize operations, improve shelf execution, and deliver valuable data insights. Our autonomous robots and multi-modal data collection systems are transforming how retailers manage inventory and make data-driven decisions.

Position Overview

Simbe's Data Science & Analytics team is looking for a Senior Service Analyst to own end-to-end visibility into how well we're delivering on our client commitments. You'll sit at the intersection of client success, engineering, and operations. You will be building the processes, owning the investigations, and strengthening the cross-functional partnerships that keep our service quality measurable, accountable, and continuously improving.

This is a delivery-driven role, not analytics for its own sake. Success is measured by whether our clients received accurate, timely data, not by the elegance of the analysis.

This role demands someone who is analytically rigorous and operationally disciplined. You'll be tracking dozens of moving pieces across clients, SLAs, and system behaviors simultaneously. The role requires both the attention-to-detail to catch what others miss and the organizational instincts to keep it structured and actionable.

You’ll be personally building, owning, and operating the SOPs day to day, not directing a team.

Responsibilities

Service Monitoring

• Independently define and evolve what "healthy service" looks like across the clients portfolio, partnering with the account team on contracted requirements, accuracy SLAs, and prioritization without needing that framework handed to you

• Own tracking and reporting of account and fleet level performance across deliverables, accuracy, and timeliness end-to-end: with the rigor to detect subtle regressions and the discipline to report them consistently, and the judgment to decide what’s worth escalating versus monitoring

Analysis & QA

• Lead detailed QA and root cause analysis to identify service gaps and systemic patterns, going beyond surface metrics to understand what's actually happening and why, setting the bar for investigation quality rather than following an existing playbook

• Document findings with precision; maintain a clear audit trail of issues, resolutions, and follow-ups

• Drive issues to resolution directly with the engineering team, exercising independent judgment on prioritization and escalation; own the outcome, not just the handoff, and verify that quality actually improved

Process & Documentation

• Own and continuously evolve the service observability handbook and standard operating procedures — proactively identifying where process is missing or breaking down, not just maintaining what exists

• Bring structure to recurring workflows so that nothing falls through the cracks across teams, and identify opportunities to scale or automate as the client base grows

Cross-functional Collaboration

• Work with the data-labeling team to forecast resource requirements given contracted accuracy SLAs

• Act as a trusted, senior voice with the Computer Vision, Solutions Engineering, Service Operations, and Client Success teams — shaping how the system gets configured to maximize service quality, not just executing on requests

• Host office hours and mentor others on service observability tooling and practices, driving adoption and raising the bar across the broader organization

Tooling & Dashboards

• Build and maintain dedicated dashboards and tooling (Looker, BigQuery, etc.) to monitor service health at the client and fleet level, with full ownership over architecture and design decisions

• Maintain a high standard of data accuracy and dashboard reliability. You are the source of truth others depend on, with the autonomy to decide how that trust gets earned and maintained

Qualifications

• 6+ years of full-time, post-degree professional experience in a data analyst, operations analyst, QA analyst, or similar role with a strong analytical and operational bent (internships, research assistantships, and time enrolled in a degree program do not count toward this minimum)

• Experience with SLA/SLO tracking or service-level reporting in a SaaS or tech operations context

• Strong SQL and data querying skills. Comfortable working in BigQuery or equivalent cloud warehouse

• Experience building and maintaining dashboards in BI tools (Looker preferred)

• Exceptionally organized, able to manage multiple workstreams, track open issues across teams, and keep documentation current without prompting

• High attention to detail: you notice when numbers don't add up, when a trend breaks pattern, or when a process step was skipped

• Clear communicator across technical and non-technical audiences; able to translate data findings into crisp operational recommendations

Preferred Qualifications

• Familiarity with dbt or similar data transformation tooling

• Exposure to forecasting or capacity planning workflows

• Experience mentoring or setting standards for junior analysts

At Simbe, you will be at the forefront of retail innovation, working with cutting-edge AI and robotics technologies to transform retail operations. Our culture is dynamic, inclusive, and driven by a passion for improving the way retailers operate and serve their customers. Join us to be a part of a team that is not only reshaping the future of retail but also offering immense value to our clients worldwide.

Simbe Values: R. E. T. A. I. L.

Result Driven - We are customer-centric and results-driven. We strive to create immense value for our team, partners, customers, and investors.

Empathetic - We are sensitive and mindful. We support each other in challenging times, both professionally and personally.

Transparent - We highly value open communication internally, and with our partners and customers. We are receptive to feedback.

Agile - We are agile and always eager to learn. We quickly adapt to changes and customer needs.

Innovative - We are bold and innovative, with an intense focus on product design and user experience.

Leaders - We strive for excellence. We are accountable, the best at what we do, and leaders in our field.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

120000 - 150000 USD a year

The base salary offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to those same considerations, the total compensation package for this position may also include other elements, including equity compensation, in addition to a full range of medical, financial, and/or other benefits.

Simbe's approach emphasizes total rewards - base pay, equity, incentives, and benefits - rather than viewing compensation as cash alone. We believe the full package, including ownership through equity and well-being support, is what drives engagement, retention, and alignment with our mission.