Sr. Data Analyst, Pinterest Support Operations

About Pinterest:

Millions of people around the world come to our platform to find creative ideas dream about new possibilities and plan for memories that will last a lifetime. At Pinterest were on a mission to bring everyone the inspiration to create a life they love and that starts with the people behind the product.

Discover a career where you ignite innovation for millions transform passion into growth opportunities celebrate each others unique experiences and embrace theflexibility to do your best work. Creating a career you love Its Possible.

At Pinterest AI isnt just a feature its a powerful partner that augments our creativity and amplifies our impact and were looking for candidates who are excited to be a part of that. To get a complete picture of your experience and abilities well explore your foundational skills and how you collaborate with AI.

Through our interview process what matters most is that you can always explain your approach showing us not just what you know but how you think. You can read more about our AI interview philosophy and how we use AI in our recruiting process here.

Pinterest Support Operations (PSO) is the primary customer support function at Pinterest and a key part of the customer experience with our consumer and ad products. As a Sr. Data Analyst on the team youll drive analytics that improve how our customers help themselvespowering insights and decision-making across self-serve support surfaces AI initiatives automations support entry points and tools. Youll partner closely with the Director Support Automation & Tooling as well as stakeholders across Systems Automation & Tooling Help & Community and Journey Design to define what good looks like measure performance and identify the highest-leverage opportunities to improve self-serve CSAT automated resolution rate cost deflection and self-serve adoption.

Together youll help us build the future of support at Pinterest driving changes that will impact Pinners Advertisers Merchants Creators and Business Partners at scale.

What youll do:

• Self-Serve Support Automation & Tooling Analytics Roadmap. Own the analytics roadmap for self-serve support automation and tooling. Anticipate what we need to measure next look around the corner for emerging priorities and ensure were answering the most important questions with the right data and insights.
• Business Analytics & Dashboards. Design build and maintain Tableau dashboards recurring analyses and/or AI solutions that provide a clear trusted view of self-serve support automation and tooling performance. Define and socialize metric definitions and KPIs (e.g. self-serve CSAT automated resolution rate cost deflection self-serve adoption) and translate trends into actions in partnership with key stakeholders.
• Strategic Analyses & Thought Leadership. Tackle ambiguous high-impact problemsfrom measuring the impact of automation initiatives to evaluating new self-serve experiences. Frame the problem establish success metrics run deep-dive analyses and craft clear recommendations for stakeholders and leadership.
• Experimentation & Measurement. Partner with cross-functional teams to design and evaluate pilots and experiments (e.g. self-serve journey changes tooling/automation interventions). Ensure measurement plans are sound results are interpretable and learnings are captured and reused.
• Decision Support & Scenario Modeling. Build models and decision frameworks to support prioritization and planning (e.g. estimating self-serve CSAT projecting adoption explaining gaps between expected vs. observed performance).
• Stakeholder Partnership & Enablement. Act as a trusted analytics partner to our Systems Automation & Tooling Help & Community and Journey Design teams through clear scoping strong analytical rigor and high-quality storytelling.

What were looking for:

• 5 years of top-tier experience. Youve been a top performer in data analytics business analytics product analytics business operations strategy & operations support operations or other highly analytical roles at a fast-growing company; familiarity with consumer internet media ecosystem and/or support operations is a plus.
• Exceptional data analysis skills. Youre a true expert in a variety of analytical tools including SQL Tableau and Excel (and in areas youre not you have the growth mindset to learn it); knowledge of Python R and AI tools is a plus.
• Entrepreneurial self-starter. You thrive in a fast-moving ambiguous environment and are independently capable of seeking information corralling resources and delivering results without waiting for direction.
• Influential communicator. You move seamlessly from deep-dive analytics to succinct stakeholder-ready storytelling; you tailor your communication to technical and non-technical audiences and build alignment across teams.
• High bar for quality and clarity. You care about trusted metrics clear definitions effective data visualization and scalable self-serve insightsbuilding confidence in data products and the decisions they enable.
• High-energy positive team player. You have a proven ability to build strong working relationships with business partners; this is a highly cross-functional role so a low ego and a high instinct for collaboration are musts.
• Keen aptitude to scale the team. Help build out processes for a small (but mighty) team. Help build our influence across the organization to tackle each of the above for your coverage area.
• Bachelors degree in a relevant field such as Data Science Economics Statistics Math Finance or equivalent experience.

Relocation Statement:

• This position is not eligible for relocation assistance. Visit ourPinFlex page to learn more about our working model.

In-Office Requirement Statement:

• We let the type of work you do guide the collaboration style. That means were not always working in an office but we continue to gather for key moments of collaboration and connection.
• This role will need to be in the office for in-person collaboration 1-2 times every 6-months and therefore can be situated anywhere in the country.

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