Senior Service Analyst

Responsibilities Service Monitoring

Independently define and evolve what "healthy service" looks like across the clients portfolio, partnering with the account team on contracted requirements, accuracy SLAs, and prioritization without needing that framework handed to you

Own tracking and reporting of account and fleet level performance across deliverables, accuracy, and timeliness end-to-end: with the rigor to detect subtle regressions and the discipline to report them consistently, and the judgment to decide what's worth escalating versus monitoring

Analysis & QA

Lead detailed QA and root cause analysis to identify service gaps and systemic patterns, going beyond surface metrics to understand what's actually happening and why, setting the bar for investigation quality rather than following an existing playbook

Document findings with precision; maintain a clear audit trail of issues, resolutions, and follow-ups

Drive issues to resolution directly with the engineering team, exercising independent judgment on prioritization and escalation; own the outcome, not just the handoff, and verify that quality actually improved

Process & Documentation

Own and continuously evolve the service observability handbook and standard operating procedures — proactively identifying where process is missing or breaking down, not just maintaining what exists

Bring structure to recurring workflows so that nothing falls through the cracks across teams, and identify opportunities to scale or automate as the client base grows

Cross-functional Collaboration

Work with the data-labeling team to forecast resource requirements given contracted accuracy SLAs

Act as a trusted, senior voice with the Computer Vision, Solutions Engineering, Service Operations, and Client Success teams — shaping how the system gets configured to maximize service quality, not just executing on requests

Host office hours and mentor others on service observability tooling and practices, driving adoption and raising the bar across the broader organization

Tooling & Dashboards

Build and maintain dedicated dashboards and tooling (Looker, BigQuery, etc.) to monitor service health at the client and fleet level, with full ownership over architecture and design decisions

Maintain a high standard of data accuracy and dashboard reliability. You are the source of truth others depend on, with the autonomy to decide how that trust gets earned and maintained

Qualifications 6+ years of full-time, post-degree professional experience in a data analyst, operations analyst, QA analyst, or similar role with a strong analytical and operational bent (internships, research assistantships, and time enrolled in a degree program do not count toward this minimum)

Experience with SLA/SLO tracking or service-level reporting in a SaaS or tech operations context

Strong SQL and data querying skills. Comfortable working in BigQuery or equivalent cloud warehouse

Experience building and maintaining dashboards in BI tools (Looker preferred)

Exceptionally organized, able to manage multiple workstreams, track open issues across teams, and keep documentation current without prompting

High attention to detail: you notice when numbers don't add up, when a trend breaks pattern, or when a process step was skipped

Clear communicator across technical and non-technical audiences; able to translate data findings into crisp operational recommendations

Preferred Qualifications Familiarity with dbt or similar data transformation tooling

Exposure to forecasting or capacity planning workflows

Experience mentoring or setting standards for junior analysts