About the company
At Justworks, you'll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We're helping businesses get off the ground by enabling them to focus on running their business.
Responsibilities
- Design and build scalable reporting frameworks and data pipelines that enable self-service insights across CSO and cross-functional teams
- Own data strategy and architecture for CX operations - defining metrics, data models, and governance standards
- Architect dashboards and data exports that provide visibility into customer health, agent performance, and operational efficiency
- Analyze large, complex datasets to identify behavioral patterns, performance drivers, and root causes
- Use conversation analytics, transactional data, and customer interaction data to create reports
- Conduct deep-dive analysis on CSO performance, customer satisfaction trends, and operational health metrics
- Define, instrument, and track KPIs related to customer experience, agent performance, operational efficiency, and AI accuracy
- Design, train, and implement LLM prompts to scale QA automation, insight generation, and customer feedback synthesis
- Evaluate AI-generated outputs for accuracy, clarity, and business impact
- Own day-to-day operational maintenance and optimization of analytics platforms
- Manage NPS outreach and conduct targeted deep dives
Requirements
- Data-driven operator with rigorous systems thinking
- Comfortable working with large datasets across multiple platforms
- Writing advanced, performant SQL every day
- Designing performant dashboards and reporting frameworks
- Genuine depth in modern analytics platforms
- Forward-thinking about AI and automation
- Highly detail-oriented and structured with strong sense of ownership
- Collaborative partner who can work cross-functionally
Conditions
- Based in New York, New York