Analyst, Support Experience, Remote
Analyst, Support Experience, Remote
This job is no longer open
About Veho
Veho is a technology-driven shipping company that enables personalized next-day package delivery, extending partner brand value. Veho brand partners have seen a 20% increase in customer repurchase, 40% increase in customer lifetime value, and 8% rise in net promoter score.
Veho gives package recipients greater insight and control, letting them know when they will receive their package, when drivers are en route, and enables real-time rescheduling, address changes, and personal delivery instructions. Veho's technology matches demand for package delivery with a network of qualified crowdsourced driver partners, ensuring every package is delivered on time and correctly.
The concept for Veho started as a school project while co-founder Itamar Zur attended Harvard Business School. Zur constantly experienced issues receiving packages - from getting the dreaded “we missed you” note, to stolen packages. He set out to fix the problem so many customers and brands face.
Today, Veho’s robust technology platform provides customers and e-commerce brands with an unparalleled shipping experience, an industry record 99.9% average on-time performance for next-day delivery and an average 4.9-star customer rating. With teammates in 30 U.S. states, Veho will be in 50 markets by the end of 2022.
About The Role
You will work directly with Delivery Support, Support Operations, Customer Ops, & Product teams across the organization to create dashboards, build reports (ad-hoc & recurring), analyze support team/org KPI’s and set data collection/aggregation strategies. This role will report directly to the Support Experience Program Manager.
Responsibilities Include:
- Be the Support organizations data miner, curator to help make impacts to internal operations and external business units.
- Build, maintain, and iterate reporting to align with function needs and developments.
- Create dashboards to help assess data quickly at a glance for multiple business functions.
- Translate hard, raw data into a story sharing insights and recommended actions in partnership with other functional stakeholders.
- Compile, aggregate data to help uncover opportunities for additional value.
- Work closely with the Program Manager, Support Experience and the Data & Analytics team to help design a scalable data collection processes.
What You Bring:
- 4 year degree or equivalent
- 2+ years of experience in consulting, investment banking or a high growth startup environment
- Self-starter with experience leading data analysis work streams or projects
- Strong analytical ability--Highly proficient in Excel/Google Sheets & SQL with a strong data first problem solving mindset
- Strong communications skills - you should be able to build clear and concise narratives from sometimes disparate and incomplete information
- Demonstrated ability to work autonomously
- Ability to build strong cross-functional relationships
Preferred Qualifications
- Experience using Python, or other advanced analytical tools
- Experience with contact center analytics & KPIs, esp. Twilio and/or Zendesk
- Experience with Finance to some degree
Veho is a growth company that looks for team members to grow with it. Veho offers a generous ownership package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Veho employee shares one galvanizing mission: to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers. We are deeply value-driven (Ownership, Candor, Team Success, Human) and care tremendously about investing in people. We are committed to creating a diverse team and an environment that provides everyone with the opportunity to do the work of their lifetime. Veho is unable to provide sponsorship at this time. Applicants must be able to understand and effectively communicate orally and in writing with all parties regarding work matters, which are generally conducted in English. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
This job is no longer open