Staff Operations Data Analyst

Job description

We're looking for Ops Data Analysts!

We’re looking for people with a technical background who are passionate about data! As part of the Operations Standards & Insights team within our Product Operations organization, you’ll help us dig into the operational metrics and data that measure our service quality, availability, and efficiency. You’ll learn the landscape of our metrics, use them to answer important operational questions that help us make critical decisions on how we operate our service, how much we spend, and more! You’ll also formulate your own questions and insights, noticing trends and leading indicators, and identify data points you are missing, then work with engineers and developers to ensure you’re getting all the information you need.

Come join a dynamic and fun team where you’ll make a large impact on our customers’ experience by providing valuable and actionable information and insights.

Staff Operations Data Analyst


As a Staff Operations Data Analyst in our Operations Standards & Insights team, you’ll be responsible for:

  • Analyzing our many operational metrics to help answer important questions about the state of our service
  • Creating and maintaining our metrics definitions, which provide detailed explanations of each metric, its impact, and what it measures
  • Digging into bigger operational questions like: What is the difference in service quality across our various protocols? and using our data and insights to drive operational decisions
  • Keeping a strong and open communication channel with our partners in the business data insights teams, ensuring we deconflict efforts and support each other’s efforts as needed
  • Proposing new metrics that help you answer operational questions, and working with our operations engineering teams to make those metrics available
  • Joining cross-team projects to provide metrics, success criteria, and insights
  • Leading cross-team projects for generating new metrics or answering larger operational questions
  • Being a mentor to more junior analysts, supporting their growth and sharing your knowledge
  • Taking ownership of specific types of metrics and working to become the resident expert on those metrics (e.g., VPN speed, Service quality, etc)
  • Being a resident expert and coordinator in all things data analytics
  • Helping to drive our team goals, OKRs, and success metrics
  • Setting solid standards for operating inside the team

To succeed in this role, we’d love for you to have experience in some or all of the following:

  • A good understanding of technical topics, or a strong desire/passion for technology
  • Ability to deep-dive into cause/effect relationships
  • Ability to draw insights from analysis supported by data
  • Advanced to Expert-level knowledge of:
  • 5 - 8 years of experience in Data Analytics
  • Quantitative and Qualitative Analysis
  • Querying databases using SQL language
  • Data manipulation
  • Writing clear and useful documentation
  • Understanding Service Level Agreements (SLAs)
  • Big-picture understanding of operational metrics such as connection statistics, server metrics, bandwidth utilization, and more
  • Generating reports that do more than just restate the numbers, but actually provide insights

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