Senior Service Analyst

Simbe; San Francisco (CA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Simbe is seeking a Senior Service Analyst to own end-to-end visibility into service delivery for multiple client accounts. You will define what healthy service looks like, track performance across SLAs, and collaborate with engineering, operations, and client success to drive improvements.

You will build and maintain dashboards in Looker/BigQuery, lead QA and root-cause analyses, and codify SOPs to scale operations as our client base grows.

Qualifications

• 6+ years of full-time, post-degree experience in a data analyst, operations analyst, QA analyst, or similar role with a strong analytical and operational bent.
• 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

Responsibilities

• Define and evolve what ‘healthy service’ looks like across the client portfolio, partnering with the account team on requirements, SLAs, and prioritization
• Own tracking and reporting of account and fleet level performance end-to-end with rigor to detect regressions and report them consistently
• Lead detailed QA and root cause analysis to identify service gaps and systemic patterns
• Document findings with precision and maintain an audit trail of issues and resolutions
• Drive issues to resolution with engineering, prioritizing and escalating as needed
• Own and evolve the service observability handbook and SOPs
• Bring structure to recurring workflows and scale or automate as the client base grows
• Forecast resource requirements with labelling team for contracted SLAs
• Collaborate with CV, Solutions Eng, Service Ops, and Client Success to shape system configurations
• Host office hours and mentor others on observability tooling and practices
• Build and maintain dashboards and tooling (Looker, BigQuery) monitoring service health
• Maintain data accuracy and dashboard reliability; be the source of truth

Skills

SQL querying

Data analysis

Communication

Attention to detail

Problem solving

Tools

BigQuery

Looker

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. 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.

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.