Analytics Strategy Leader, Care & Shipping

Requirements

• You bring deep expertise in analytics, user research, and commercial strategy
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• 7+ years of experience in analytics or user research, with proven marketplace experience driving exceptional customer outcomes
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• Excellent analytical skills combined with effective use of qualitative data and user research to deliver actionable insights
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• Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate, and their strategic drivers
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• Strong understanding of how product experience impacts customer care demand and resolution
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• Experience with customer care automation and AI tools (both customer-facing and internal) to improve operations
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• Excellent communication and project management skills—you simplify complex concepts for diverse audiences
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• Strong ability to manage cross-functional teams and collaborate with stakeholders including BPOs and external partners
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• Familiarity ...