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Business Analyst, WhatsApp Customer Operations
3 months ago
Business Analyst, WhatsApp Customer Operations Responsibilities:
- Design, build, deliver and support operations data instrumentation (pipelines, reports, dashboards etc) to help scale run and monitor operations and unlock powerful insights that drive decision making
- Build and maintain the canonical data sets, metrics and KPIs across operations (including definitions, methodology, data sources, hierarchy & relationships)
- Establish and run key business cadences, including metrics reviews and RCAs for weekly/monthly/quarterly business reviews to drive operational excellence across multiple teams
- Collaborate with cross functional stakeholders to provide data / analytical support for large, complex strategic projects and programs
- Leverage large and complex data sets to perform deep-dive analyses to quickly root-cause critical ops events and anomalies such as Service Level misses, SEV impact analysis etc.
- Partner with Software Engineering, Data Engineering, Product, and Customer Operations teams to solve problems at scale
Minimum Qualifications:
- BA/BS in an analytical field (e.g. Computer Science, Engineering, Mathematics, Statistics, Business or a related field)
- 5+ years of work experience in Business Analytics, Sales Analytics, Sales Finance, Sales Operations, and/or Strategy Consulting, or 3+ years experience with MBA/Master's degree
- Strong communications skills with demonstrated experience in storytelling with data for both technical and non-technical audiences
- 5+ years of SQL experience (creating and updating queries)
- Experience with data visualization tools such as Tableau or packages in R/Python
- Experience with reporting systems and data pipeline architecture
- Demonstrated experience in structured problem solving, providing actionable business insights and deep analyses with recommendations.
- Experience working collaboratively with cross-functional stakeholders and partners