Customer advocacy is at the heart of Hopper. The Operations Analyst is vital in ensuring that we have the best possible support for our Fintech customers. Hopper is looking for a data-savvy individual with an ability to digest and prioritize large amounts, extract and translate its insights, communicate findings, and make recommendations on how to continuously improve the customer experience.

Data Analysis and Reporting: Support as the connective tissue to customer service in answering complicated questions with both quantitative and qualitative insights. Be a voice and sounding board to the customer service team in reinforcing our data-driven culture and be seen as a go-to internal expert for customer service for Fintech. Ensure that all data is validated, reconciled and contextually consistent across all reports.

Customer Journey: Become an expert on the customer journey of our Fintech products, analyzing key metrics that will drive the success of the customer’s experience. Generate hypotheses, identify growth opportunities and make recommendations based on data.

Operational Efficiency: Document, monitor, and proactively recommend improvements to processes and workflows. Quantify the impact of process improvement, propose solutions and drive implementation of solutions with support from leadership.

An ideal candidate has:

• • A degree in a quantitative discipline or equivalent experience
  • Experience with relational databases and SQL
  • Proficiency in Tableau (or similar tools like Qlikview or Looker)
  • Proven ability to communicate complex technical work to a non-technical audience
  • Strong analytical and creative problem-solving skills
  • Enthusiasm and curiosity for conducting research and answering hard questions with data