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Operations Analytics Manager

4 months ago

Phoenix, Arizona, United States Prosper Full time

The Role

The Customer Analytics Manager will help Prosper deliver a best-in-category user experience. You will identify sources of customer feedback, analyze feedback data and identify trends in customer feedback that can be used by the business. You will be responsible for developing and deploying data driven strategies and insights for Operations. You will identify KPIs and develop reporting to ensure we are measuring the right metrics and driving the right business decisions. In this role, you will partner with business owners to pursue analytical opportunities and uncover insights to inform change. You will serve as a leader amongst the team and partner with Operations, Risk, Legal, Marketing, and Engineering teams to improve processes and deliver against projects.

Problems You Will Solve

  • Identify sources of customer feedback and develop a process to obtain and analyze that feedback
  • Write SQL, perform BigQuery queries to retrieve data, and create datasets and reports for Tableau
  • Identify, analyze and interpret trends and patterns in datasets and test results.
  • Partner with stakeholders to understand, determine, create and document business requirements and specifications for required reporting or analysis
  • Develop a strategy for gathering feedback on every aspect of the business that interacts with customers
  • Translate business requirements into technical requirements
  • Anticipate change and provide data-driven analysis, forecasts, insights, strategic or tactical plans or solutions/recommendations on complex business problems to stakeholders and business leaders
  • Provide feedback to departmental leaders on proposed strategies and initiatives to address customer feedback
  • Use dbt to create custom schemas and data models to supply customer feedback data to analyst teams across thecompany
  • Design Key Performance Indicators (KPIs) for each level (i.e., agent, team, enterprise) of the business that are interpretable, actionable, and meaningful
  • Work cross functionally to shepherd projects from ideation into production through collaboration with Legal, Credit Risk, Operations, Product, and Engineering teams to ensure efficiencies are realized

About You

  • Bachelor's degree AND 5 years of relevant work experience in an analytical role OR 9 years of relevant working experience
  • 5+ years of experience in an analytical role, preferably working to improve customer experience (8+ years relevant experience preferred)
  • Strong ability to work and make critical decisions independently; proven communication and collaboration skills; and will take the initiative to contribute beyond basic responsibilities
  • Intermediate or higher level of expertise writing queries in SQL or BigQuery
  • Intermediate or higher level of expertise creating statistical models in Python or R
  • Efficiency with data visualization tools, such as Tableau, PowerBI, etc.
  • Effective application of analytical techniques, including trend analysis, forecasting, and experiment design
  • A passion for solving complex problems in operations and an ability to create and execute test plans in a complex/dynamic environment
  • Some leadership experience is desirable

What We Offer

  • The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
  • The opportunity to work in a fast-paced environment with experienced industry leaders
  • Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
  • Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
  • A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts

#LI-RC1

About Our Operations Team

Rooted in our values, Prosper's Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential Are you ready to Prosper?

About Us

Founded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., Prosper was built on a simple idea: connect people who want to borrow money with those who want to invest. Since inception, Prosper has helped more than a million people gain access to affordable credit with over $25 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through a variety of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we believe this encourages innovative thinking and helps us deliver on our mission.

We're on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that's democratizing finance for all

Our Values

Diversity expands opportunities

Collaboration creates better solutions

Curiosity fuels our innovation

Integrity defines all our relationships

Excellence leads to longevity

Simplicity guides our user experience

Accountability at all levels drives results

Our Story & Team // Our Blog

Applicants have rights under Federal Employment Laws.

Family & Medical Leave Act (FMLA)

Equal Employment Opportunity (EEO)

Employee Polygraph Protection Act (EPPA)

California applicants: please click here to view our California Consumer Privacy Act ("CCPA") Notice for Applicants, which describes your rights under the CCPA:

At Prosper, we're looking for people with passion, integrity, and a hunger to learn. We encourage you to apply even if your experience doesn't precisely match the job description. Your unique skill set and diverse perspective will stand out and set you apart from other candidates. Prosper thrives with people who think outside of the box and aren't afraid to challenge the status quo. We invite you to join us on our mission to advance financial well-being.

Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship.