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Blue Apron
grocery delivery service
 
Austin, Texas    Posted: Tuesday, June 11, 2019
 
   
 
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JOB DETAILS
 

THIS IS BLUE APRON

Chefs around the world wear blue aprons when learning to cook, & for us it has become a symbol of lifelong learning. Our highly motivated group of food enthusiasts are inspired to work on complex business problems with creativity & passion always looking to learn something new. We take preparation seriously, embrace a spirit of excellence, & put in the extra effort in everything we do. We are thrilled to be part of our customers lives, cooking & creating experiences in their home kitchens.

WHO'S IN THE KITCHEN

Blue Aprons CX Business Data/Analytics II position will support CX leadership by guiding the Analytics team in the development of critical metrics & actionable insights on our backend & customer facing processes, while also supporting cross-department technical functionalities, which impact fundamental system functionalities. In addition, the Data Analyst II will lead key cross-departmental data/analytics project support including but not limited to VoC & Best customer initiatives.

WHATS ON THE MENU

  • Direct & oversee priorities, responsibilities, & performance management of all direct reports
  • Drive efforts to forecast & manage key operational insights & will work to improve all aspects of forecasting demand in workforce planning, predictive staffing models, & project management support.
  • Cross Department Project Support
  • Facilitates High Level Ticket Volume Forecasting
  • LE Staffing Modeling & Vendor Hour Management
  • Oversee agent performance reporting (For mgmt & supes)
  • SQL Database Management & Modeling
  • Builds Dashboards & other operation tools
  • CX Data Validation & Auditing
  • Department Resource Management
  • Quantitative Customer Trend Analysis/ VoC support
  • Navigate large datasets, build and/or interpret predictive models, & partner with CX leadership to create process mapping & design, testing, & rollout planning/execution.
  • Support CX leadership in understanding, forecasting, & managing key business insights
  • Maintain & improve current workflows, forecasting models, & methodology by reviewing historical trends, researching demand drivers, & developing forecast models using advanced analytical methods
  • CRM/IVR management
  • Own licensing expenditure
  • Support VoC initiatives through qualitative & word trend analysis
  • Identify, prioritize, structure, & analyze ad hoc analyses about key cross-functional initiatives & projects, customer insights, & business operations to identify root cause & trend analysis
  • Support cross-functional research activities to reconcile significant impact variations between teams

NECESSARY INGREDIENTS

  • Three years Experience in Reporting & Data
  • Three years Experience in Project Management & Managing System/Process
  • At least two years of supervisor experience, preferred
  • Advance spreadsheet experience in both Excel & Google sheets
  • Intermediate Powerpoint/Google Slides experience
  • Intermediate experience with Tableau or other visualization software
  • Intermediate SQL experience
  • Intermediate Javascript or other scripting language experience
  • Strong understanding of contact center software & metrics
  • Strong analytical, organizational, decision making, & presentation skills with experience communicating with senior leadership
  • Strong verbal & communication skills, required in interfacing with varied stakeholders across the company.
  • Motivated self-starter
  • Executive reporting & presentation creation
  • Bachelor Degree in related fieldExperience with CX related technology platforms & Service Environments

BlueApron provides equal employment opportunities (EEO) to all employees & applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Blue Apron complies with applicable state & local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms & conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation & training.

 
 
 
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