CX Operations Data Analyst III

About the team & opportunity

Why do we need you? Well, we are looking for a CX Operations Data Analyst III who will bring a hunger to ask tough questions, measure what matters and help us iterate our systems and processes towards success.

You will report to the Senior Manager of CX - Systems & Analytics and will be responsible for ensuring our CX department has well implemented dashboards and reporting mechanisms, and that our company has access to timely, accurate, relevant and proactively persuasive insights to efficiently drive our department forward.

A day in the life of a CX Operations Data Analyst at Calendly

You will be a master of all things data and will help our department convert insights into action! You will work closely with our CX leadership as well as leaders from across the business to support and implement high-quality, data-driven decisions while ensuring data accuracy and consistency. This is an exciting opportunity to join a growing team that will influence Calendly’s direction and growth.

On a typical day, you will be working on:

• Utilize available data to answer key business questions related to Support and Customer Success and effectively communicate results
• Partner with the Revenue Operations, Marketing, and Data organizations to discover insights that will uncover optimization opportunities
• Conduct ad-hoc analysis to support business needs, including segmenting customer data and identifying potential opportunities to enhance the customer journey.
• Partner with our Data Engineering and Data Analytics team to optimize our integration of data channels into various tools like Zendesk, Gainsight, Ada and more.

What do we need from you?

• 5+ years of experience in Data Analytics
• Experience with SQL, Python and querying databases to retrieve and analyze large datasets.
• Experience with Zendesk, Salesforce, Chatbots, Google BigQuery and related systems
• Proficiency in data visualization tools (e.g., Tableau, Looker, etc) and advanced Excel skills.
• Ability to work independently, manage multiple tasks, and prioritize in a fast-paced environment.
• The ability to operate effectively in gray areas where processes have yet to be completely defined (and to help define those processes!)
• Experience managing complex projects to a deadline
• Familiarity with customer experience metrics such as NPS, CSAT, and CES.
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

Preferred Qualifications:

• Bachelor’s degree in Data Science, Statistics, Mathematics, Business Analytics, or a related field.
• Familiarity with automation tools and scripting (e.g. R, Javascript, Zapier, Workato).

Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:

• Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
• Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
• Tier 3: All other locations not in Tier 1 or Tier 2

Tier 1 Salary

$109,000—$147,471 USD

Tier 2 Salary

$99,917—$135,182 USD

Tier 3 Salary

$90,834—$122,892 USD