Pair with Senior Project Manager and Senior Data Analysis to define and answer complex business questions and present actionable findings, such as optimizing agent efficiency, developing methodology for early detection and prevention of fraud and incidents
Identifying and driving initiatives across four key performance areas: workflow efficiencies and scalability; revenue opportunities; customer satisfaction; and safety on the platform.
Test, improve and implement processes and workflows that will increase efficiency, reduce error rates and enable us to scale rapidly.
Perform ad hoc investigations to quickly determine cost/return
Work closely with finance Identify and implement tools and partnerships that will help reduce cost and/or increase revenue, including SMS, CRM, fraud management and claims tools.
Own vendor and partnership relations
Identify, create and manage like-minded safety based business models within enforcement
Improve safety across the Enforcement team ecosystem, by identifying, targeting, and tracking key bad actors
Work cross-functionally with teams in Enforcement, Marketing, Product, CX and data engineering to leverage insights, create excellent customer experiences, and execute on projects
Mentor and develop team members
BA/BS degree; MBA or other advanced degree a plus
7+ years experience in operations - marketplace and/or on-demand business experiencepreferred
5+ years of project managementexperience
Prior experience scaling an organization
Strong decision-making skills and ability to work autonomously in a shifting and sometimes ambiguous environment
Experienced in giving actionable feedback and coaching, and welcoming of the same
Experience with agile, lean or similar methodology preferred
Understand the product development cycle and apply its concepts to creating tools and workflows for our team
Strong data analysis skills, including defining key data points, gathering them and providing actionable next steps
Excel at time management and organization, including ability to multiple projects and communicate effectively with stakeholders
SQL recommended; willingness to continue to learn SQL required
Experience with data visualization tools
Ability to take abstractly defined problems and work with data to drive decisions
You get the question behind the question, and take nothing at face value.
You are driven to find solutions and novel approaches.
Excellent verbal & written communication skills.
You present results in a consumable, actionable way.