• Explore, analyze and model data from various contact center data sources to create a holistic reporting of the performance, drivers, and trends of Operations and to understand the impact on user experience and efficiency as well as to identify improvement opportunities.• Deliver data insights in actionable, informative and visually exciting user interfaces, enabling stakeholders to understand current performance and trends, key drivers of experience as well as prioritized areas for action.• Design and execute a/b/n tests to optimize the user experience and analyze results to provide insightful recommendations to the business.•Coach junior analysts and guide their work to deliver best-in-class for stakeholders.• Collaborate in a fast paced, agile environment that focuses on delivering value early and often.

Develop a deep understanding of platform usage to help identify irregular activity Design and implement processes to address trust and safety concerns for the platform Perform investigations of irregular trends and behavior patterns. Maintain clear, concise, positive, and empathetic communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and/or other stakeholders (Engineering, Legal, PR).Product Equity team mission is to foster a culture of building inclusive experiences by enabling teams to prioritize the perspectives of historically and systemically excluded communities. As a part of this team, Equity Design will lay the foundation to provide inclusive experiences to all users on the platform. We work closely with Equity Product and Engineering, Marketplace Fairness, Policy, Operations, and Diversity, Equity, and Inclusion teams to ensure we consider the full landscape around Social Justice and Accessibility. Help to drive how we deliver on the Inclusive Design component to eliminate racism and disproportionate impact across the global platform.