Squarespace
The world’s most talented engineers, designers, and thought leaders are shaping the future of online publishing.
New York, NY

Insights & Analytics Manager, Customer Operations

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At Squarespace, Customer Operations empowers users with scalable self-help tools, personalized support and customer advocacy. Our team runs 24/7 with over 300 people based in New York, Dublin and Portland. As an Analytics & Insights Manager, you'll lead qualitative and quantitative research efforts in Customer Operations. You will design and execute innovative research studies that build upon our foundational understanding of the Customer Operations ecosystem — and unlock actionable insights that drive our business.

The role reports to our VP of Customer Operations and is based in our New York headquarters.

RESPONSIBILITIES

  • Develop strategy and drive the Business Intelligence function for the Senior Leadership team in Customer Operations, including Customer Support, Content & Community, Qualitative Research, Product Support, QA and Customer Success
  • Partner across departments and teams, including Analytics and Data Engineering, on defining and reporting key performance metrics and insights to drive success in setting and achieving goals
  • Deeply understand and articulate the global customer experience and competitive landscape to influence senior-level decision making across the company through data-driven approaches 
  • Contribute to designing and monitoring ETLs that consolidate data into consistent and reliable datasets for analysis
  • Educate around BI tools and drive consistent usage
  • Manage and develop a small team of analysts

QUALIFICATIONS

  • 7+ years experience in business intelligence, analytics or related functions
  • Mastery of SQL and experience with BI reporting (i.e. Chart.io, Looker) and databases (dimensional and relational), including data ingestion
  • Python knowledge preferred 
  • Comfortable working both independently and closely in a team setting
  • Experience partnering with individuals at all levels, in multiple geographies and departments, both internally and externally
  • Strong project and process management with proven ability for planning, scheduling & coordinating
  • Experience managing and developing talent

About Squarespace

Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world’s most iconic businesses — to share their stories with the world. Squarespace’s team of more than 1000 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.

Perks 

  • Health insurance with 100% premium covered
  • Flexible vacation & paid time off
  • Equity plan
  • 401(k) plan with employer match
  • Free lunch and snacks
  • Dog-friendly workplace
  • And more

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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What are Squarespace Perks + Benefits

Squarespace Benefits Overview

Flexible PTO policy for full time employees
20 weeks paid leave to welcome a child through any of the ways to form a family for all genders
Up to 12 weeks paid personal care leave
Up to 20 weeks paid leave to care for a family member
Bereavement leave for loss of a loved one
$20,000 benefit for fertility planning & treatment, adoption & surrogacy
Unlimited free virtual family planning visits with OB/GYNs, doulas & midwives
Subsidized backup care for family, infant, child, adult, or elder dependents
Employee Assistance Plan (EAP) to support child care & parenting, helping aging parents & more
Virtual counseling sessions with licensed therapists fully covered with HealthJoy
100% paid Headspace app subscriptions
Access to mental healthcare apps, Talkspace & Ginger
100% paid premiums on health benefits for you, your dependent children & domestic partner
$5,000 tuition reimbursement per year
2 complimentary Squarespace sites & subscription to Unfold

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Squarespace offers virtual counseling sessions with licensed therapists fully covered with HealthJoy. 100% paid Headspace app subscriptions and access to mental healthcare apps, Talkspace & Ginger.
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
All employees have full access to LinkedIn Learning.
Online course subscriptions available

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