Senior Operations Analyst: Customer Experience

| Greater NYC Area | Hybrid
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Getting together with real people in real life makes powerful things happen. Side hustles become careers, ideas become movements, and chance encounters become lifelong connections. Meetup brings people together to create thriving communities. Show up. Change lives.

Meetup’s Customer Experience team is a diverse, creative group that knows every nook and cranny of Meetup, and they use that knowledge to coach and support Meetup members around the world. To keep the Meetup ecosystem humming, the team trades more than 18,000 emails with members each month: they answer questions, offer advice, hunt down defects, and reinforce Meetup’s Community Guidelines. They welcome new Meetup groups to the platform, assess trust and safety reports, and act as the voice of the Meetup customer within the company. Customer Experience is a large, passionate, and ambitious team. They need an experienced Senior Operations Analyst to support department reporting, analysis, and tools to increase team efficiency and continuously improve the customer experience. This role will report to our Director of Customer Experience.

What you’ll get to do in this role:

  • Reporting (40%) with an emphasis on KPIs, volumes, and productivity metrics
    • Own, simplify, and automate department reporting and enable team self-service access
    • Develop and refine Customer Experience team scorecards, dashboards, KPIs, operational metrics, self-service channel metrics, vendor performance reports
    • Ensure data and reporting are accurate, reliable, explainable, and purposeful
  • Analysis (40%) including resource optimization, forecasting, and ad-hoc projects
    • Analyze historical data for long-range capacity planning/staffing models, volume projections, forecasts and scheduling with an aim to help improve team efficiency
    • Translate data into useful information, provide clear, actionable recommendations based upon data analysis to help us validate assumptions, test hypotheses
    • Proactively identify opportunities for automation, improve user experience, and operating efficiency through data analytics
    • Analyze policy, process, and team performance bottlenecks and recommend optimizations as we continually improve the performance of our team to better serve customers
    • Synthesize analysis and recommendations into cohesive presentations that tell a concise, actionable story to key stakeholders
    • Help identify and pull relevant data to guide projects forward
  • Tools Optimization (20%) especially focused on Zendesk configuration
    • Work with leadership to optimize the setup and ongoing maintenance of Zendesk to achieve the goals and priorities of the Customer Experience team.
    • Support integrations of existing and future tools with Zendesk, ensure customer and associate interaction data are optimally recorded for reporting and analysis

What makes you perfect for this role:

  • 3+ years of experience working in analytical roles in customer contact center operations, business intelligence, or data analytics with 2+ years experience in workforce management
  • BA/BS degree in a quantitative or business-oriented field
  • Proficiency with Zendesk, SQL, Looker, LookerML, Google Apps, and Atlassian suite
  • Experience in Workforce Management, preferably in contact centers with 30+ employees
  • Experience working in a fast-paced, high-growth environment
  • Excellent problem-solving and analytical skills; ability to analyze and interpret complex data and identify trends to optimize resource allocation, identify efficiencies, and inform future operational strategies
  • Experience effectively communicating and explaining technical subject-matter to both technical and non-technical audiences
  • Strong communication and presentation skills, and ability to influence and motivate team members of all levels
  • Ability to manage multiple concurrent projects and drive initiatives with autonomy
  • Strong strategic, quantitative, written and interpersonal skills
  • An entrepreneurial mindset, excited about driving change, and a make-it-work attitude
  • A passion for Meetup and its mission

Our team is bold, supportive, and passionate about bringing people together IRL to create community for everyone. We care about moving fast, real-world change, and building diverse, dynamic teams. You in?

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • SwiftLanguages
    • React/ReduxLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SparkFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • TrelloManagement

Location

115 E 23rd St, New York, NY 10010

An Insider's view of Meetup

How would you describe the company’s work-life balance?

Meetup promotes a healthy balance and respect around work life, personal life, and family life. It's not simply policy but instead, the culture that lives with all employees (managers and leaders included). Work happens during our traditional business hours.

Harry Chiu

Head of Recruiting

What does your typical day look like?

As an engineer at Meetup, my mission is to build things that help product teams focus on our users and develop our product faster and with better quality. My team mob programs or pair programs by default, which works great for us because it increases code and architecture, knowledge sharing, focus, productivity and team bonding.

Jaclyn Jiménez

Senior Full Stack Engineer

How does the company support your career growth?

I created my own professional development path by participating in the Employee Resource Group and Diversity & Inclusion council. Participating and organizing these company initiatives allowed me to stretch my leadership muscles, understand the value of empathizing with my colleagues, and appreciate the ability to use my voice to influence change.

Lee Upshur

Pro Support Specialist

What is your vision for the company?

Meetup empowers personal growth through real human connections because we see a future built on deep trust and collective effort. We are creating a world where people can turn to each other to improve their lives. We believe that real, human connection drives real change.

David Siegel

CEO

What's something quirky about your company?

What I enjoy the most about working at Meetup is the people. As a mission driven company with a focus on building community, our community sets a great example. I consider myself incredibly lucky to work amongst such incredible individuals. I feel seen, supported, and empowered to not only be my unique self, but to make the changes I know I can.

Irina Demchenko

Senior Support Specialist

What are Meetup Perks + Benefits

Meetup Benefits Overview

Meetup Benefits include:
- Flexible Paid Time Off
- 16 weeks of paid family leave + option for addition unpaid leave
- 14 Company holidays
- Monthly wellness stipend
- Annual learning and development budget
- Health, Vision, and Dental coverage (with zero health premiums)
- 401K with employer match

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
Documented equal pay policy
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Current ERGs include: Women of Meetup, Meetup with Color, and Meetup with Pride
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
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Meetup provides employees who work out of HQ catered breakfast and lunch once per week.
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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