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Business Analyst, Customer Experience

| Greater NYC Area

Getting together with real people in real life makes powerful things happen. Side hustles become careers, ideas become movements, and chance encounters become lifelong connections. Meetup brings people together to create thriving communities. Show up. Change lives.

Meetup’s Customer Experience team is a diverse, creative group that knows every nook and cranny of Meetup, and they use that knowledge to coach and support Meetup members around the world. To keep the Meetup ecosystem humming, the team trades more than 18,000 emails with members each month: they answer questions, offer advice, hunt down defects, and reinforce Meetup’s Community Guidelines. They welcome new Meetup groups to the platform, assess trust and safety reports, and act as the voice of the Meetup customer within the company. Customer Experience is a large, passionate, and ambitious team. They need an experienced Business Analyst to support department reporting, analysis, and tools to increase team efficiency and continuously improve the customer experience. This role will report to our Director of Customer Experience.

What you’ll get to do in this role:

  • Reporting (40%) with an emphasis on KPIs, volumes, and productivity metrics
    • Own, simplify, and automate department reporting and enable team self-service access
    • Develop and refine Customer Experience team scorecards, dashboards, KPIs, operational metrics, self-service channel metrics, vendor performance reports
    • Ensure data and reporting are accurate, reliable, explainable, and purposeful
  • Analysis (40%) including resource optimization, forecasting, and ad-hoc projects
    • Analyze historical data for long-range capacity planning/staffing models, volume projections, forecasts and scheduling with an aim to help improve team efficiency
    • Translate data into useful information, provide clear, actionable recommendations based upon data analysis to help us validate assumptions, test hypotheses
    • Proactively identify opportunities for automation, improve user experience, and operating efficiency through data analytics
    • Analyze policy, process, and team performance bottlenecks and recommend optimizations as we continually improve the performance of our team to better serve customers
    • Synthesize analysis and recommendations into cohesive presentations that tell a concise, actionable story to key stakeholders
    • Help identify and pull relevant data to guide projects forward
  • Tools Optimization (20%) especially focused on Zendesk configuration
    • Work with leadership to optimize the setup and ongoing maintenance of Zendesk to achieve the goals and priorities of the Customer Experience team.
    • Support integrations of existing and future tools with Zendesk, ensure customer and associate interaction data are optimally recorded for reporting and analysis

What makes you perfect for this role:

  • 3+ years of experience working in analytical roles in customer contact center operations, business intelligence, or data analytics with 2+ years experience in workforce management
  • BA/BS degree in a quantitative or business-oriented field
  • Proficiency with Zendesk, SQL, Looker, LookerML, Google Apps, and Atlassian suite
  • Experience in Workforce Management, preferably in contact centers with 30+ employees
  • Experience working in a fast-paced, high-growth environment
  • Excellent problem-solving and analytical skills; ability to analyze and interpret complex data and identify trends to optimize resource allocation, identify efficiencies, and inform future operational strategies
  • Experience effectively communicating and explaining technical subject-matter to both technical and non-technical audiences
  • Strong communication and presentation skills, and ability to influence and motivate team members of all levels
  • Ability to manage multiple concurrent projects and drive initiatives with autonomy
  • Strong strategic, quantitative, written and interpersonal skills
  • An entrepreneurial mindset, excited about driving change, and a make-it-work attitude
  • A passion for Meetup and its mission

Our team is bold, supportive, and passionate about bringing people together IRL to create community for everyone. We care about moving fast, real-world change, and building diverse, dynamic teams. You in?

Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • SwiftLanguages
    • React/ReduxLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • TrelloManagement

Location

Meetup is in the vibrant and trendy SoHo neighborhood. Just steps away from the BDFM6 and a short hop and skip to the NQRW.

What are Meetup Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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