Senior Data Analyst, Engineering Excellence

Key Skills

Analytical and Problem solving, Customer Support, Data Analysis, Data Analytics, Effective communication skills, Leadership, Mathematics

Job Description

Design & build solutions to help Flexport scale

The opportunity:

Flexport is seeking an Engineering Excellence Data Analyst. We are looking for a bright, passionate and dedicated individual to join our Engineering Excellence team to support management of Incident/Problem management as well as Customer Support. This position will require working closely with Engineering, IT, Security as well as other business units (BU) within Flexport to drive visibility within those important programs. 

You will:

• Collecting and analyzing incident and customer data:
• To support Customer Support organization, you will need to collect data from various sources such as CRM systems, customer feedback, social media, and surveys. Once you have the data, you will need to analyze it to identify patterns, trends, and insights.
• For Incident mgmt, you will need to collect and analyze data related to incidents, such as the number of incidents, their frequency, their severity, their root cause, and the time it takes to resolve them.
• Reporting: You will be responsible for preparing reports based on your analysis that will be used by your company's management to make decisions 
• Creating dashboards: You will need to create dashboards that display important metrics related to incident mgmt and/or customer support
• Drive VOC initiative, collect feedback, derive NPS and/or other satisfaction metrics
• Drive Engineering ownership and accountability for their technology and short/long term improvements
• Drive the communication and alignment between various BU engineering teams

You should have:

• 5+ years’ hands-on data analytics experience in Customer Support and/or Incident management/Problem management space
• 5+ years’s experience with Productiv or like system
• Experience tracking budgets and reporting spend over time
• Outstanding communication and interpersonal skills
• Experience communicating with vendors to manage expectations and relationships
• Strong mathematical and analytical skills with attention to detail
• Ability to solve complex procurement operations problems in a fast-paced environment
• Excellent interpersonal, leadership and communications skills a must

#LI-Hybrid

About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make it easy and accessible for everyone. We’re shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. 

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we’re experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

Worried about not having any logistics experience?

• Don’t be! We’re building the first Operating System for Global Trade. That’s why it’s incredibly important for us to bring people from diverse backgrounds and experiences together with our industry veterans to help move the freight forwarding industry forward.
• What’s freight forwarding and why does it matter? Freight forwarding is the coordination and shipment of goods from one place to another and it’s what makes global trade possible. Flexport is on a mission to make global trade easier for everyone because we believe it can help connect the world and break down economic barriers.
• We know this industry is complex. That’s why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.

At Flexport, our ability to fulfill our mission of making global trade easy for everyone relies on having a diverse, dedicated and engaged workforce. That is why Flexport is committed to creating and nurturing an environment where anyone can be their authentic self. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Our salary ranges are determined by role, level, and location. Within the range displayed, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and / or training.

The US base salary range for this full-time position: (exclusive of bonus, equity and benefits.)

$122,720—$138,860 USD