Operations Data Specialist

Let's start with the role

As a Operations Data Specialist, you will: 

• Support the program manager in addressing cross-functional demands within the Operations area by evaluating scenarios and identifying both potential deviations and improvement opportunities;
• Cultivate strong relationships with Operations to understand its needs and objectives;
• Participate in alignment & prioritization of data solutions/projects along with the Operations function and the Data and Analytics team;

• Structure and maintain operations panels on Zendesk and PowerBI;
• Collaborate with the rest of the Data and Analytics team to ensure alignment on data visualization, analysis and optimize the flow of information across teams;
• Adhere to established company policies for dashboard creation and maintenance;

• Perform cross-functional KPI analysis, integrating data from multiple teams to generate actionable insights;
• Monitor performance by comparing actual results against defined targets and identifying key deviations;
• Collaborate with Operations and BI teams to refine existing KPIs and define new metrics that better reflect business priorities and drive continuous improvement;

• Develop and draw executive root cause analysis and support in troubleshooting process;
• Design and develop end-to-end data analytics through visualization of past trends and patterns, evaluating established key metrics;
• Communicate insights and data-driven recommendations to stakeholders, supporting informed decision-making.

What you will bring:

• Bachelor’s/Master’s degree preferably in a quantitative discipline such as statistics, mathematics, economics, engineering, operations research or similar;
• At least 2 years of experience in a reporting, statistical or quantitative role in tech companies;
• Strong SQL skills, highly advanced with MS-Excel (pivot tables, v-lookups) and G Suite experience;
• Exceptional data storytelling skills and the ability to articulate technical information to a non-technical audience;
• Fluency in English and in navigating global companies' environments.
• High drive, can-do attitude, proactive and flexible to changing business demands.
• Analytical mindset and detail-oriented with ability to focus and prioritize workload;

• Relevant experience with Zendesk and Microsoft Power BI (or other dashboarding tool, such as Tableau).
• Competence in Data Manipulation and Data Analysis using Python.
• Previous experience interacting or serving Operations or Customer Support teams.