Analytics Engineer (Customer Support)

The Business Enablement Team (BET) within META Reality Labs is looking for a Data Analytics Engineer with deep technical and functional understanding and expertise of supply chain for the consumer electronics industry with an emphasis on Enterprise Customer Service. Enterprise Customer Service is a function within the Customer Inventory Operations in Reality Labs that is responsible for providing support to customers across different regions and countries, ensuring that their needs are met and their issues are resolved efficiently. This function typically involves managing customer inquiries, complaints, and feedback through various channels such as phone, email, chat, and social media. The goal of CS Global operations function is to enhance customer satisfaction, build brand loyalty, and improve overall business performance by providing high-quality customer service on a global scale. Some of the key performance indicators that this function is responsible for are Average Resolution Time (ART), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Net Promoter Score (NPS), Social Media Metrics, Customer Churn Rate, First Contact Resolution Rate, Customer Retention Rate (CRR), Customer Acquisition Cost (CAC) among others. The candidate must have excellent technical data analytics skills, such as SQL and Python, and have business acumen as it pertains to logistics and fulfillment. Excellent communications skills and an aptitude for close collaboration with business leadership, data engineering and solution teams are a must.

As a data analytics engineer on the BET team at Meta, you can help build cutting-edge full-stack technologies that will transform the way people and businesses connect and communicate. You’ll help develop industry-leading solutions that power next-generation, large-scale platforms to help connect billions of people around the world.

Analytics Engineer (Customer Support) Responsibilities

Design, develop, integrate, maintain, build, and launch collections of data models, queries, reports and visualizations that support multiple use cases for Enterprise Customer Support.
Leads data and analytics within Customer Service and XFN squads, engineers, business owners, solution leads, and data scientists to understand data needs, representing key data insights in a meaningful way.
Collaborates with data architecture teams to conceptualize multiple large-scale projects, while evaluating design and operational cost-benefit tradeoffs within systems.
Conduct unit tests and develop database queries to analyze the effects and troubleshoot any issues.
Optimize pipelines, dashboards, frameworks, and systems to facilitate easier development of data artifacts.
Mentor team members by giving/receiving actionable feedback.

Minimum Qualifications

Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience.
5 years of work experience in data analytics.
Experience working with operations functions, preferable in the customer support operations space.
Experience with SQL, ETL, data modelling, and at least one programming language (e.g., Python, C++, C#, Scala, etc.).
Experience in developing and working with data visualization tools creating data driven dashboards and analytics.

Preferred Qualifications

Experience working in the high-volume consumer electronics industry.
2+ years of experience with Agile and scrum project management techniques.
Experience with one or more of the following: data processing automation, data quality, data warehousing, data governance, data privacy.

$124,000/year to $176,000/year + bonus + equity + benefits

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