Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Analyzes customer support operations data to support digital transformation initiatives across Sandisk Global Customer Support. Collects, validates, and interprets data from multiple data sources to identify trends, gaps, and opportunities for process improvement. Develops dashboards, recurring reports, and ad hoc analyses that measure self-service performance against business goals, customer experience outcomes, and transformation objectives. Weaves data analyses to interoperate with key operational metrics. Partners with program managers, operations leaders, IT, and business stakeholders to translate data findings into clear insights, recommendations, and action plans. Monitors key metrics, highlights risks or anomalies, and supports data-driven decision-making throughout the lifecycle of digital support initiatives.

Strong analytical capability is required. Supports requirements gathering, data discovery, metric definition, and reporting design for customer support transformation efforts. Works with stakeholders to understand operational questions, define measurable success criteria, and ensure data outputs are accurate, consistent, and actionable. Maintains reporting documentation, validates source data, investigates variances, and communicates findings in a clear and concise manner. Participates in business reviews, solution evaluations, and operational working sessions to provide analytical support, quantify impact, and recommend opportunities to improve support efficiency, automation effectiveness, containment, service quality, and customer experience.

Specific to assignment:

• Based on business needs, reviews digital support solution data, market capabilities, and operational requirements to assist in evaluating tools, platforms, and analytics opportunities that support global customer support transformation.

• Regularly reviews operational insights from multiple sources, collates findings, and identifies key trends, risks, and performance drivers for program manager and leadership evaluation.

• Serves as analytical support for digital transformation programs, working with internal and partner resources to define metrics, build reports, analyze Jira or operational data, and track initiative performance.

• Attends digital strategy project meetings and supports development of data-driven documentation for digital strategy initiatives, inclusive but not limited to performance dashboards, business requirements, metric definitions, process flows, analysis summaries, and operational readouts.

• Contributes to the analysis of conversational get-help content performance, customer journey behavior, containment effectiveness, and support channel outcomes to inform content strategy and continuous improvement recommendations.

• Supports special analysis projects as determined by Management.

Qualifications

REQUIRED:

• BA/BS or Equivalent Experience
• 5 -10 years in data analysis experience for consumer facing digital strategy solutions

SKILLS:

• Strong in-depth analysis using variety of data sources
• Excellent written and verbal communication
• Strong curiosity and relentless drive to build consumable data stories
• Detailed organization and project tracking
• Able to influence without authority
• Adobe Analytics and Tableau experience

Additional Information

Compensation & Benefits Details

• An employee's pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
• The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future.
• You will be eligible to participate in Sandisk's Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance. Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Sandisk's Standard Terms and Conditions for Restricted Stock Unit Awards.
• We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Sandisk's Savings 401(k) Plan.
• Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.