Job Description: The Reliability Engineering and Operations Insights team provides customer and system insights through customer feedback, live site performance and service availability analysis. We focus on supporting and improving the production environment through detecting improvement opportunities, friction points and quantifying the impact to drive prioritization with our product, technology, engineering, and conversation platform teams. [ads1] Job Responsibilities: Find opportunities to automate processes eliminating manual work and driving efficiencies Write analytical narratives tailored to product needs that may push unlocked improvement opportunities in product backlogs Translate business impact on a global scale to support determination of priority for given issue Use wide range of tools (internal / 3rd party) to investigate the issues reported by customers and translate the findings into business recommendations Actively supervise customer experience through signals from customer feedback Provide reporting and analytics of customer insights and how they impact the business, including regular and ad-hoc reporting Assist on various projects and tasks as assigned by leadership Share complex content in simple language (verbal and written) and lead by example for the team to look up to Understand and follow processes and knowledge documents with integrity Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Engage with internal product and technology teams to further analyze and gather information Identify and raise disruptions for any customer or agent facing services or applications Collaborate with other teams to understand and stay updated on potential opportunities and work cohesively towards common goals Job Requirements: Capable of efficiently prioritizing and executing tasks in an evolving environment Understanding of customer lifecycle, experiences, and its drivers on platform sites such as Google, Amazon Implementing the scientific method with the ability to correlate various data sources to strengthen investigation results with multiple lines of evidence Understanding of Tech Ops workflows like incident management, production readiness and deployment, capturing failed customer interactions from live site monitors and identify signals for better customer experience Entrepreneurial approach towards problems, meaning acumen and enthusiasm to solve abstract business problems by using data analytics Use of good judgment and attention to detail to identify issues, perform analysis and share findings with product, engineering and business teams Critical thinking skills and logical reasoning abilities are important for being effective in the role A curious mind and interest to understand the nuances of a highly complex technology stack by performing self-motivated research to learn independently A strong commitment and willingness to learn as well as share your knowledge with the team Understanding of product campaigns, Test and Learns performed on products Excellent written and verbal English skills Strong analytical and quantitative skills – experience pulling, manipulating, and deriving insight off of data; SQL, Tableau, Omniture, Splunk, Qubole (data lake platforms)s Qualification & Experience: The qualified candidate possesses 3+ year of experience in customer analytics space Experience using agile work management tools such as Jira, Trello or equivalent Job Details: Company: Expedia Vacancy Type: Full Time Job Location: Seattle, WA, US Application Deadline: N/A [ads2] Apply Here instantcareers.net #J-18808-Ljbffr
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