Job Description :
Title: Analytics Specialist
Client: Google
Location :Mountain View ,CA
Duration:6 Months
Google Job Posting ID:GOOGJP00257530
Description:
The gTech Consumer Operations team is all about focusing on the user! You will work on our flagship consumer products like Gmail, Chrome, Photos etc.
The Community team is focused on resolving customer issues and delighting users on Google help forums and Twitter. We have recently introduced new metrics to measure issue resolution and customer delight, but do not yet understand the key drivers or levers for the team to improve our user experience. We support ~20 Google products in 13 languages, and therefore may have different drivers/insights based on product / language or other dimensions (type of user issue, etc
To understand the drivers of these metrics we will need to do qualitative and quantitative analysis of help forum threads and Twitter interactions. In addition, we need help to create a team “playbook” for how to improve and manage these metrics on an ongoing basis.
Top 3 Daily Responsibilities:
-Coordinate with Analytics and Community team, identify key drivers and where to focus their effort
-Create new data from unstructured sources to enhance existing data and improve insights and present large data sets in a clear and compelling manner that inspires action
-Help create a team ‘playbook’ for how to improve and manage these metrics
Minimum qualifications:
-BA/BS degree preferably in STEM, Statistics and Operations Research
-Minimum 4 years of experience in a technology-related, analytical role including 2 years of analytical experience
-Experience with statistical programming (e.g. R, Stata, SAS) and SQL.
-Experience with structured and unstructured data.
-Ability to work effectively cross-functionally with proven track record of driving results.
-Excellent written and verbal communication skills.
-Strong attention to detail
-Prefer experience in customer support, community management or social media support.