Head Of Analytics (Care & Shipping)

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