Data and Analytics Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and manage the CX metrics framework, which includes service levels, CSAT, handle time, first-contact resolution, contact rate, and dbt models.

• Utilize SQL to create data models for diagnosing spikes in contact rates, pinpointing friction points, and uncovering root causes.

• Lead and mentor the Analytics Engineering team by setting priorities and reviewing outputs.

• Collaborate with Polymarket’s central data team to develop pipelines and shared infrastructure.

• Provide weekly summaries of metrics and insight packages to CX leadership, accompanied by clear recommendations.

• Create the measurement framework for AI agents and automation within the CX domain.

• Implement forecasting and modeling strategies for staffing, contact driver classification, and AI deflection rates.

⛳️ Requirements

• 6+ years of experience in analytics or data science, including a minimum of 2 years in a leadership role within an analytics team.

• Proficient in SQL.

• Hands-on experience with dbt.

• Proficiency in at least one modern BI tool (Looker, Tableau, Mode, Hex, or similar).

• Proven experience in establishing an analytics function or developing a data model from the ground up.

• Familiarity with customer support data and systems.

• Understanding of key metrics relevant to a CX environment.

• Strong ability to convey data narratives for executive audiences.

• Able to work directly with engineering and data platform teams.

• (Plus) Experience with NLP or LLM-based methods for ticket classification or analyzing contact drivers.

• (Plus) Background in fintech, cryptocurrency, or trading platforms.

🏝️ Benefits

• Competitive salary & equity.

• Unlimited PTO.

• Comprehensive Health, Vision, & Dental coverage.

• 401k match.

• Hardware setup: new MacBook Pro, large display, & accessories.