Head of Analytics (Care & Shipping)
Back Market, a global marketplace for refurbished devices, is looking for a strategic Head of Analytics (Care & Shipping) to drive data-driven decision-making across its Customer Care and Shipping operations. The role owns analytics strategy to elevate customer satisfaction, reduce costs and improve the delivery experience, directly influencing BPO performance, AI automation, carrier selection and product roadmap priorities. It requires deep expertise in analytics, user research and commercial strategy, along with leadership of a team of analysts and analytics engineers.
Stack
Responsibilities
- ▹Drive analytics strategy across Customer Care and Shipping to elevate satisfaction, reduce costs and improve delivery experience
- ▹Own satisfaction metrics across all care channels, diagnosing root causes and delivering 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 and translate 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 AI-enabled analysis
Requirements
- ▹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
- ▹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
Soft skills
What we offer
- ▹Mission-driven work environment with a measurable positive impact on the planet
- ▹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
- ▹Impact-driven work with hands-on career development in a certified B Corp company
About the company
Back Market is a global marketplace for refurbished devices, on a mission to make tech reliable, affordable and better than new while lowering environmental impact (devices sold produce 92% less carbon emissions than new). It is a high-scoring certified B Corp company (93.2) committed to diversity, equity and inclusion.