Senior Data Analyst, Operations

Who you are

You have 5+ years of experience as a data analyst, focusing on operational excellence and customer experience. Your expertise in SQL allows you to manipulate and analyze large datasets effectively, transforming raw data into actionable insights that guide decision-making. You thrive in collaborative environments, working closely with cross-functional teams to define success metrics and measure the impact of initiatives. You possess strong analytical skills and a keen eye for detail, enabling you to identify opportunities for improvement and drive measurable results. You are comfortable developing reporting frameworks and building dashboards that connect support performance to business outcomes. Your experience includes evaluating and improving forecasting methods, ensuring that operational strategies are data-driven and effective.

Desirable

Experience with advanced analytics techniques and tools beyond SQL is a plus. Familiarity with customer support metrics such as SLA and CSAT will enhance your ability to contribute to the team. A background in the ticketing or events industry could provide valuable context for your work.

What you'll do

In this role, you will partner closely with the Marketplace Operations organization, primarily the Customer Support team, to elevate the customer experience across all inbound and outbound interactions. You will utilize SQL and advanced analytics techniques to transform raw data into actionable insights that guide decision-making and highlight opportunities for improvement. Your responsibilities will include developing reporting frameworks and building dashboards that connect support performance to business outcomes, such as SLA and CSAT metrics. You will create data-driven prioritization systems that quantify the expected cost of delayed resolution and inform routing strategies, including identifying candidates for VIP or fast-track treatment. Additionally, you will evaluate and improve contact volume forecasting by analyzing seasonality, near-term momentum, and historical patterns. Your work will directly influence ops investment decisions and drive business impact, ensuring that the customer experience is continuously enhanced.

What we offer

SeatGeek offers a dynamic work environment where you can make a significant impact on the ticketing industry. As a remote position, you will have the flexibility to work from anywhere in the United States while collaborating with a talented team. We value diversity and encourage you to apply even if your experience doesn't match every requirement. Our culture promotes innovation and continuous improvement, providing opportunities for professional growth and development. Join us in simplifying and modernizing the ticketing experience for fans everywhere.