Original listing text, shown exactly as published by the company.
Key Responsibilities
- Own satisfaction metrics across all care channels, diagnosing root causes and delivering actionable insights that improve resolution quality and reduce cost per contact
- Build measurement frameworks for AI-powered care tools including agent QA scoring, volume forecasting, and automation ROI evaluation
- Lead shipping analytics strategy: drive OTD improvement, carrier performance monitoring, and fraud detection while optimizing BackShip adoption
- Partner with Product and Operations to quantify how product improvements impact care demand, translating findings into roadmap priorities that reduce Contact Rate
- Provide data-driven scorecards for BPO partners and sellers, ensuring they meet Back Market quality standards • Develop end-to-end shipping economics models connecting logistics KPIs to customer retention and marketplace trust
- Lead and mentor a team of analysts and analytics engineers, cultivating data-informed decision-making across the organization
- Own analytics engineering: build scalable data pipelines in BigQuery and optimize data models for effective AI-enabled analysis
YOU ARE IN THE RIGHT PLACE IF: ⭐You have
- 7+ years of experience in analytics or user research, with proven marketplace experience driving exceptional customer outcomes
- Excellent analytical skills combined with effective use of qualitative data and user research to deliver actionable insights
- Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate, and their strategic drivers
- Strong understanding of how product experience impacts customer care demand and resolution
- Experience with customer care automation and AI tools (both customer-facing and internal) to improve operations
- Excellent communication and project management skills—you simplify complex concepts for diverse audiences
- Strong ability to manage cross-functional teams and collaborate with stakeholders including BPOs and external partners
- Familiarity with BigQuery and advanced data analytics skills
Nice to have
- Knowledge of data science applications for customer care, such as predictive modeling for volume forecasting
- Experience in logistics and shipping analytics
- Proficiency with Customer Care systems such as Intercom and Zendesk
WHY SHOULD YOU JOIN US ? ✌🏼At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2).
No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like:
- A mission driven work environment where your day to day makes an impact on the planet. Seriously.
- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.
- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.
At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values.
We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications.
If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.
