Head of Analytics (Care & Shipping)

Stack

Responsibilities

• ▹Lead analytics strategy across Customer Care and Shipping to raise satisfaction and lower costs
• ▹Own satisfaction metrics across all care channels, diagnosing root causes
• ▹Build measurement frameworks for AI-powered care tools (agent QA scoring, volume forecasting, automation ROI)
• ▹Lead shipping analytics strategy: OTD improvement, carrier performance monitoring, fraud detection
• ▹Partner with Product and Operations to quantify how product changes affect care demand
• ▹Provide data-driven scorecards for BPO partners and sellers
• ▹Develop end-to-end shipping economics models
• ▹Lead and mentor a team of analysts and analytics engineers
• ▹Own analytics engineering: build scalable data pipelines in BigQuery

Requirements

• ▹7+ years of experience in analytics or user research, with proven marketplace experience
• ▹Strong analytical skills combined with qualitative data and user research
• ▹Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate
• ▹Strong understanding of how product experience impacts customer care demand and resolution
• ▹Experience with customer care automation and AI tools
• ▹Excellent communication and project management skills
• ▹Ability to manage cross-functional teams and external partners (BPOs)
• ▹Familiarity with BigQuery and advanced data analytics

Nice to have

• ▹Knowledge of data science applications for customer care, such as predictive volume forecasting
• ▹Experience in logistics and shipping analytics
• ▹Proficiency with customer care systems such as Intercom and Zendesk

Soft skills

What we offer

• ▹Mission-driven work environment with real planetary impact
• ▹Hybrid work: 2 remote days a week plus one remote week per quarter, plus 3 flex days
• ▹Employee Resource Groups, mentorship programs, accessibility and cultural competency training

About the company

Back Market is a global marketplace for refurbished devices, offering trustworthy, affordable tech with 92% less carbon emissions than new; a high-scoring certified B Corp (93.2).