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Summary: The mission of the Risk and Payments organization is to enable anyone, anywhere, to be able to pay and be paid with confidence. The Payment Operations team is responsible for defining and executing a customer support strategy for both new and mature products leveraging payments across the family of apps. Support could mean different things across many payments products: from providing support to advertisers who need help paying their bill, to helping charities onboard to receive donations, to identifying and resolving fraudulent transactions.The Data Pillar in Payment operations provide data products that measure and improve the performance of Payments Customer Support. We are looking for a data analyst to enhance our understanding of future support demand. A successful data analyst for this team will be technically adept, have strong communication skills and be able to manage large scale projects with many stakeholders.This role involves owning and developing data infrastructure for measurement of customer support and collaboration with products to ensure we have full coverage of all of customer support. The analyst will own metric infrastructure for email support and several core dashboards and also own the definition of our core metrics.Required Skills: Data Analyst, Payment Operations Responsibilities:Own and develop support metric infrastructure across payment products
Work with cross-functional teams to develop metric tracking for support across our support channels
Maintain/develop a large suite of metrics tracking support and proactively identify issues with our support system
Effectively communicate with cross-functional partners and internal teams to deliver solutions in a timely fashion
Build/maintain large scale metric tracking infrastructure
Minimum Qualifications: Minimum Qualifications:5+ years of experience designing, running, and presenting data analysis
3+ years of experience querying data (SQL or similar) or performing statistical analysis (Python, R, or similar)
Experience building relationships among multiple teams
Experience explaining data analyses to cross-functional teams who are not focused on analytical work
Experience working autonomously and collaboratively
Experience manipulating large data sets
Experience initiating and driving projects to completion with minimal guidance
Preferred Qualifications: Preferred Qualifications:2+ years experience working in payments or operations
Experience working with payments data or customer support
Experience working with a globally diverse team
Experience working in a customer support-focused environment
Knowledge of scripting languages next to Python (e.g. Bash), statistical software (e.g. python/R statistics packages), or data visualization tools (e.g. Tableau or other dashboarding systems)
Industry: InternetEqual Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
Vacancy expired!