Transforming OpenAI's rich support data into real‑time insights and scalable, self‑serve analytics is critical to sustaining exceptional customer experiences on the path to AGI.
Requirements
- Expert‑level SQL skills and proficiency in Python or R for advanced analysis and automation
- Hands‑on experience designing and maintaining BI dashboards (e.g. Looker, Mode, Tableau, Sundial) with a focus on clarity and self‑serve usability.
- Hands‑on experience fine‑tuning or prompt‑engineering LLMs to build text classifiers, sentiment analysis, or tagging systems.
- Demonstrated ability to translate complex datasets into clear business stories and recommendations for both technical and non‑technical audiences.
- Familiarity with support metrics (SLAs, FCR, deflection) and ability to define service health KPIs.
- Possess a strong bias for automation and can defend governance decisions that keep data and processes healthy as they grow.
Responsibilities
- Explore large support and product datasets to uncover trends, volume drivers, and user‑experience pain points, distilling findings into clear, actionable narratives.
- Build, enhance, and maintain self‑serve dashboards and reporting tools, enabling non‑technical teams to answer their own data questions.
- Establish a unified metrics taxonomy for service‑health and performance—and build automated data‑sharing pipelines and scorecards with our BPO partners to ensure everyone operates from the same real‑time view of success
- Leverage LLMs to build bespoke classifiers that automatically label and segment inbound volumes—powering smarter routing, richer self‑serve insights, and swifter root‑cause analysis.
- Partner with Data Engineering to ensure reliable pipelines, implement data‑quality checks, and document sources of truth.
- Jump into high‑priority special projects to conduct bespoke deep‑dive analyses and deliver clear, strategic recommendations to leadership.
- Prototype quickly—leveraging ChatGPT, Jupyter notebooks, Retool, and other tools—to prove value before hardening with Engineering.
Other
- 8 + years in analytics, business intelligence, or data science, ideally supporting customer support or operations teams.
- Strong cross‑functional communication skills—comfortable collaborating daily with engineers, data scientists, and operations leaders.
- An eye for detail, a zero‑defect mindset, and a bias toward action over theoretical perfection
- Thrive in a fast‑moving, ambiguous environment where priorities can shift quickly.
- We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
