Platform Analyst, Operations Analytics (Richmond, VA- Hybrid)

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

What You’ll Do

Our team is dedicated to making it easy for customers to interact with SimpliSafe through our digital and phone platforms. In this role, you'll lead analysis to identify opportunities to improve these platforms and develop reporting to ensure they are working smoothly, including the AI tools that support both customers and our agents.

Primary responsibilities include: 

  • Write complex SQL queries to extract and transform raw data into usable analytics assets, developing high quality data pipelines
  • Maintain reports and dashboards into key business metrics 
  • Analyze customer interactions across our digital and phone platforms and agent usage of our tools to identify improvement opportunities
  • Evaluate the effectiveness of our chatbots and AI tools
  • Uncover new data sources to improve our understanding of customer experience.
  • Partner with different operational teams to understand their needs and develop project plans to deliver value.
  • Synthesize insights into actionable recommendations to key operational stakeholders

What You’ll Bring

  • Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, or a related field (or equivalent experience).
  • 2+ years of experience in a data analytics role, preferably focused on customer journey analysis.
  • Strong proficiency in SQL and experience working with relational databases.
  • Experience with data visualization tools (e.g., Tableau, Power BI).
  • Excellent communication and presentation skills, with the ability to translate complex data insights into clear and concise reports.
  • Strong analytical thinking and problem-solving skills.
  • Ability to work independently and as part of a team.
  • 2-4 years of experience in roles combining data analysis with business strategy formulation and implementation
  • Strong analytical and problem-solving skills, with the ability to identify trends, patterns, and root causes of customer issues
  • Experience with chat and messaging platforms a plus
  • Excellent interpersonal skills
  • Ability to stay organized and detail-oriented in a fast-paced environment 
  • Experience with using data to tell a story
  • Passion for creating seamless customer experiences
  • Skilled in Microsoft Excel and/or Google Sheets

What Values You’ll Share

  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

Department:

Customer Experience

Position:

Platform Analyst, Operations Analytics (Richmond, VA- Hybrid)

Location:

Richmond, VA