Facebook Workforce Strategy Data Analyst in Dublin, Ireland
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
Our Risk & Payments team’s purpose is to enable anyone, anywhere to pay and be paid with confidence. To help us achieve this mission, we are adding Payment Quality Program Manager in our Payment Operations team. In this role, you'll be responsible for capacity and demand planning and quality measurement of our workforce that provides support across different payment products on Facebook, Instagram, Messenger, and Oculus. You’ll be monitoring, understanding and building a scalable systems.
We are looking for someone who can set the direction for the data analysis and data infra and translate insights from that data to cross-functional partners. Our ideal candidate is passionate about both data and quality of support and has a track record of driving data-oriented projects to success.
Build data infrastructure for workforce management from end to end: data pipelines, data tables, data dashboards
Build and maintain forecasting models and use them to provide capacity & demand insights for workforce management
Lead efforts in creating quality assessment of complex support flows: design, build and test operational and support metrics such as volume, satisfaction, contact rates, quality, and turn-around-times
Perform data analysis which identifies opportunities to drive top line goals or improves our payments ecosystem
Provide data driven narratives, determine what is important and what next steps should be taken
Create a deep understanding of a complex technical environment through data and reporting
Become an expert in Facebook's support and payments infrastructure, tools, systems, and data
3+ years of professional experience designing, running, and presenting data analysis or equivalent advanced course work
Experience querying and/or building large data sets in SQL
Performing statistical analysis (in Python, R or similar)
Experience using a scripting language (e.g., Python)
Capable of articulating rationale for building specific data structures, and understand how they impact future analysis
Able to create examples, prototypes, demonstrations to help cross-functional teams understand your work
Work successfully both autonomously and collaboratively.
At least a Bachelor's degree in Science, Engineering, Operations Research, Economics, Business, or similar or equivalent professional experience
Graduate degree or equivalent practical experience
Payments or tech industry experience
Experience delivering measurable results in support operations