Your Role at Bolt

Bolt’s mission is to democratize commerce by making online buying easy, trusted, and consistent for millions of happy shoppers. Read more about our mission in our manifesto. We believe that every retailer will need ecommerce to power their business in the future, and to do that effectively they need Bolt.

Bolt is hiring a Director, Customer Analytics & Operations to lead our Customer Analytics and Operations teams. Reporting to the Head of Customer Success, this role requires strategic thinking and hands-on execution to derive insights and implement programs to drive scale across the Customer Experience (CE) organization. This is a highly cross-functional role where the candidate will be expected to influence and support initiatives across the entire Go-to-Market function. Additionally, this team supports the Customer Success team in proving Bolt’s value to our merchants and may be required to attend calls/meetings for key customers.

Sample projects include: 

Develop compelling dashboards and automated reporting for CSMs to monitor merchant health and alerts

Benchmark and analyze performance of Bolt customers to identify an ideal customer profile

Uncovering merchant and shopper insights through data exploration to include in a marketing eBook

Design and implement a Net Promoter Score program

Requirements:

• Manage and lead a team of data analysts and business operations specialists, offering coaching and hands-on execution when needed
• Partner with Customer Experience to gather requirements and design reporting, analyses, processes, programs and tools that will achieve desired outcomes
• Establish best practices when it comes to analytical frameworks and business operations
• Participate and drive cross-functional strategic initiatives related to product adoption and measuring Bolt’s value to merchants and shoppers; operate as an analytics SME
• Build cross-functional relationships (Marketing, Sales, Product) and support adhoc analyses needed
• Manage analytics tools used by CE teams (ie: Looker, SFDC, QuickSight)
• Drive the strategic vision for the team, including quarterly projects and goals
• Present to executive leadership and/or strategic customers as needed
• Promote a culture of collaboration, communication, growth, and results

Requirements:

• BA degree in a quantitative field (Economics, Statistics, Mathematics, etc)At least 8+ years of relevant experience.
• Relevant roles would be in Management Consulting, Strategy & Analytics, Business Intelligence, CE Operations, or Revenue Operations.
• Prior experience managing both individual contributors and managers
• Strong experience with SQL, BI tools (Looker, Metabase, Google Sheets), and forecasting/modeling
• Ownership mentality; ability to manage projects end to end with little oversight
• Excellent communication skills - ability to tell stories with data and present to a non-technical audience
• Experience in eCommerce or FinTech is a plus