We believe trade can move the human race forward. That’s why it’s our mission to make global trade easy for everyone.

Flexport is building the platform for global logistics—empowering buyers, sellers and their logistics partners with the technology and services to grow and innovate.

Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $10B worth of merchandise across 112 countries every year.

Flexport is seeking an Engineering Excellence Data Analyst. We are looking for a bright, passionate and dedicated individual to join our Engineering Excellence team to support management of Incident/Problem management as well as Customer Support. This position will require working closely with Engineering, IT, Security as well as other business units (BU) within Flexport to drive visibility within those important programs.

You will:

Collecting and analyzing incident and customer data:

• To support Customer Support organization, you will need to collect data from various sources such as CRM systems, customer feedback, social media, and surveys. Once you have the data, you will need to analyze it to identify patterns, trends, and insights.
• For Incident mgmt, you will need to collect and analyze data related to incidents, such as the number of incidents, their frequency, their severity, their root cause, and the time it takes to resolve them.

Reporting:

• You will be responsible for preparing reports based on your analysis that will be used by your company's management to make decisions
• Creating dashboards: You will need to create dashboards that display important metrics related to incident mgmt and/or customer support
• Drive VOC initiative, collect feedback, derive NPS and/or other satisfaction metrics
• Drive Engineering ownership and accountability for their technology and short/long term improvements
• Drive the communication and alignment between various BU engineering teams

You should have:

• 5+ years’ hands-on data analytics experience in Customer Support and/or Incident management/Problem management space
• 5+ years’s experience with Productiv or like system
• Experience tracking budgets and reporting spend over time
• Outstanding communication and interpersonal skills
• Experience communicating with vendors to manage expectations and relationships
• Strong mathematical and analytical skills with attention to detail
• Ability to solve complex procurement operations problems in a fast-paced environment
• Excellent interpersonal, leadership and communications skills a must