Manager, Technical Operations Analytics

  • Location HOBOKEN, NJ
  • Department -
  • Team Member Service Operations
  • Employment Type -
  • Position -
  • Requisition GH1473887

What you'll do at

Jet is looking for a highly analytical individual to help grow the Analytics function for the Technical Operations team. Analyzing customer care interactions and other post-purchase events (e.g., returns) to improve business outcomes and customer experience is at the core of what we do. Example projects include defining and tracking key metrics for Jet’s customer care team, recommending ways to reduce returns and refunds to impact the bottom line, and applying machine learning software to perform NLP intent classification for Jet’s chatbot. The successful candidate is a self-starter who can synthesize large, disparate data sets and has a bias towards action to turn those insights into measurable outcomes.

Responsibilities

  • Design and develop metrics, reporting, and insights across Technical Operations (e.g., refunds, returns, credits, and customer care interactions)
  • Impact change through product development and optimization using data
  • Partner with product managers, engineers, data scientists, and customer service teams to contribute to end-to-end product features and solutions
  • Communicate key findings and milestones to core stakeholders
  • Identifying opportunities to apply machine learning applications, most notably on conversational data across all of Walmart’s eCommerce brands to improve the customer experience.

Qualifications

  • 3+ years of relevant professional experience in a data-intensive/analytical role
  • Knowledge of statistics (e.g., significance testing and regression modelling)
  • Strong communication skills, particularly in explaining complex topics to a varied audience
  • Expert in SQL and hands-on experience with one scripting languages such as Python or R
  • Experience developing in business intelligence tools such as Looker, Klipfolio, or Tableau

About Walmart.com

The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

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