About the role

Gladly’s data products are a foundation for enabling contact center leaders to understand their team’s performance and identify opportunities for their company. Because of Gladly’s unique approach to customer service, the data we provide is a key differentiator, not an afterthought. Our data warehouse also gives Gladly’s customer success team the insights to help customers optimize their use of the product. We create a range of metrics and datasets based on carefully designed events and data models. We are looking for a senior data analyst to join our small, fast-growing and high impact team.

As our Senior Data Analyst you will report to the Engineering Manager.

We are looking for someone with the desire and curiosity to constantly learn and take initiative in a fast-paced SaaS company.

What you’ll do

• Design and create metrics and insights to support the needs of Gladly customers and internal audiences.
• Collaborate with various Gladly teams and stakeholders to identify business requirements and translate them into reporting requirements.
• Generate statistical reports and insights from data.
• Prioritize ad hoc data requests from multiple functions and stakeholders.
• Working with modern cloud databases like Snowflake and Athena as well as orchestration tools like Airflow.

You’ll be successful by

• Being eager to learn Gladly’s business domain and apply this knowledge in building the innovative product.
• Self-organizing and prioritizing your work based on the impact to the customer.
• Understanding how to balance pragmatic solutions with best practices of data modeling and BI.
• Showing ownership and pride in your work by promoting the best practices of building data insights within Gladly, educating other teams on their use and providing ongoing maintenance and support.

We’re excited about you because you have

• 6+ years of experience as a Data Analyst or Data Scientist with expertise in analytics, BI and A/B testing.
• 5+ years of experience of working in a data warehouse environment with dimensional data modeling and aggregation.
• Proficiency in SQL (any dialect) and experience with large data set that includes semi-structured and unstructured data.
• Excellent teamwork skills; you love participating with high-performing product teams.
• Customer-centricity and product focus. You look at everything you create through the lens of how it improves experience for the end-user. You are comfortable communicating how various approaches might impact the product behavior (and vice versa).
• Learning mentality. You aren't intimidated by new domains or technology; you're willing to dive into documentation/videos, talk to your teammates, and experiment to become well-versed.
• Experience working with cross-functional teams including but not limited to Engineering, Design and Product.
• Experience with BI tools like Looker, Tableau, Power BI, Superset, data science tools like Hex, Jupyter notebook, familiarity with modern orchestration tools like Airflow and data catalogs, e.g. DataHub.

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

Compensation:

$134,000 to $186,000 per annum base salary + equity + benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above