About the RoleOur members count on us to be there when they need help. Your job is to make sure we always are. That means knowing when contact volume is about to spike, where queue performance is slipping, why handle times are climbing, what members are reaching out about, and what it will take to staff the team six months from now. You'll own SLA tracking and reporting, volume forecasting, headcount planning, the analytics infrastructure, and the tooling that keeps Member Experience running efficiently.
You'll turn raw support data into actionable decisions, forecast problems before they happen, make real time optimizations, and hold the operation accountable to the metrics that actually matter to members.
If you love digging into data, building systems that scale, owning the systems your team depends on, and being the person a team actually relies on to make better decisions - this role is for you.
What You'll Do- Own SLA and response time performance across all support channels-track it daily, implement real-time changes when it's at risk, and diagnose root causes when targets are missed.
- Build and maintain workforce models: forecast inbound volume, predict staffing needs, flag capacity gaps, and own shift structure and scheduling.
- Design and maintain the full operational reporting suite-queue health, agent productivity, handle time, first contact resolution, backlog aging-and build dashboards that give leads and leadership real-time visibility.
- Analyze contact drivers, escalation patterns, and handle time trends to surface root causes and drive efficiency improvements upstream with Product and Ops.
- Partner with engineering on the tool stack-administer support platforms, evaluate new tooling, and make the case for changes when a gap is hurting FCR or resolution time.
What You'll Bring- 4-8+ years in data analytics, data science, workforce management, or operations for a frontline, queue-based team.
- Strong analytical proficiency-SQL, BI tools, and the ability to build your own models, dashboards, and forecasts from scratch.
- Workforce management fundamentals: staffing models, shrinkage, volume forecasting across channels.
- Experience owning and administering support platforms-you understand how the data inside them works and have shaped how the tools are used, not just used them yourself.
- Ability to translate complex analysis into clear recommendations a non-analyst can act on and a leader can decide from.
- Comfort operating where infrastructure is still being built-you create the systems, not just consume them.
About the TeamThe Member Experience team is the face of Base to our members-and the voice of our members back to Base. We're deeply customer-obsessed and uniquely cross-functional, with a strong understanding of what every team does and how it all connects. By seeing firsthand what's working well and what should be improved, we surface insights that help inform what the business builds and prioritizes next. Every day brings a new challenge, balancing high ownership and accountability with constant collaboration and support from the team.
Please note: Base is a startup, which means priorities shift and evolve quickly. Your role may expand or change based on the needs of the business at any given time, so the responsibilities listed may not be exhaustive.
