Operations Analyst

Job Description / Skills Required

Groupon is seeking an Operations Analyst who will be responsible for obtaining and analyzing data to improve operational efficiency, designing and running reports, and ensuring the data and metrics we rely on are complete and accurate. They will work with multiple departments to understand the deals that Groupon runs and how these deals impact global operations.

Responsibilities

Build and run reports on call center operations
Determine the customer service impact from Groupon programs (i.e. operational changes in other departments, new product launches)
Ad hoc reporting and data analysis on business questions
Tracking and analyzing data on tests that CS runs
Ensure data quality
Analyze customer behavior pre and post CS contact
Work with survey data to help improve the customer experience
Complete cost benefit analysis
Self-starter able to manage multiple projects simultaneously
Design, implement and roll out global frameworks for Workforce Management, CS KPI reporting, and support weekly / monthly / quarterly business reports
Requirements

Bachelor's degree in Computer Science, Statistics, Mathematics, Business, Finance, Accounting or related field preferred
2 – 3 years experience, preferably in an e-commerce or consultancy capacity
Strong analytical skills
2+ years SQL experience
Experience with statistical software packages (R, SAS, SPSS)
Expert knowledge of Excel
Experience with Tableau or other data visualization tools preferred
Database design and management experience preferred
Ability to draw insights from unorganized data

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.