Service BI / Analytics Lead

As a Service BI / Analytics Lead, you will define how Service measures, understands, and improves the customer experience across the full hardware service lifecycle, from onboarding and troubleshooting to warranty claims, replacements, repairs, reverse logistics, and loyalty outcomes. You will build the analytics foundation and insight engine that powers decision-making across Service. This includes defining metrics, building reporting systems, forecasting warranty and service demand, modeling unit economics, and surfacing insights that help improve both customer experience and operational discipline.
Requirements
• 8–12+ years of experience in BI, analytics, data science, or a related function, ideally in consumer hardware, customer support, warranty, operations, or reverse logistics.
• Strong SQL, data modeling, and analytics fundamentals, with the ability to work across raw operational data and executive-level insights.
• Experience building analytics systems, KPI frameworks, and reporting from 0→1.
• Experience with forecasting, operational modeling, unit economics, and scenario planning.
• Strong judgment in ambiguous environments and can turn imperfect data into actionable direction.
• Can influence cross-functionally across Operations, Product, Engineering, Finance, and Support.
• Experience leading, or are ready to lead, a lean team while setting a high bar for analytical rigor.
• Experience with warranty, claims, returns, repairs, RMA, or reverse-logistics analytics.
• Familiarity with product quality, reliability analytics, or cost-of-quality frameworks.
• Experience designing semantic layers, KPI governance, or source-of-truth metrics across multiple teams.
• Worked in global support, multi-market service environments, AI-enabled support operations, agent tooling, or telemetry-driven service models.
Benefits
• Relocation Assistance
• Generous Paid Time Off
• 401k Matching
• Retirement Plan

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