Head of Analytics (Care & Shipping)

Requirements

• You bring deep expertise in analytics, user research, and commercial strategy
• 7+ years of experience in analytics or user research, with proven marketplace experience driving exceptional customer outcomes
• Excellent analytical skills combined with effective use of qualitative data and user research to deliver actionable insights
• Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate, and their strategic drivers
• Strong understanding of how product experience impacts customer care demand and resolution
• Experience with customer care automation and AI tools (both customer-facing and internal) to improve operations
• Excellent communication and project management skills—you simplify complex concepts for diverse audiences
• Strong ability to manage cross‑functional teams and collaborate with stakeholders including BPOs and external partners
• Familiarit...