We’re looking for a highly experienced Senior Data Analyst with a strong background in forecasting and workforce analytics to join our new Workforce Management team within the Trust & Safety organization. This is an individual contributor role that’ll focus on designing, developing, and implementing our digital (non-voice) workload forecasting models, processes, and metrics from the ground up. These forecasts will inform capacity planning strategies for our front-line content moderation and policy enforcement staff. The role will also focus on the development of workforce metrics, reporting, and dashboards. The Senior Data Analyst role is a highly collaborative one, requiring the ability to build strong and productive relationships across a diverse set of cross-functional teams (Operations, Product, Engineering, Vendor Management, Quality, Training, Policy, Strategy & Operations, other data teams etc.). This position will play a direct role in helping to safeguard our users and platform. If you enjoy forecasting, building from scratch, high-visibility work, owning end-to-end processes, and driving data-informed strategies, this is a great opportunity to make a lasting impact.

What you’ll do:

• Create and implement dynamic and robust workload forecasting models to project digital (non-voice) contact volume and handle time using descriptive, diagnostic, predictive, and prescriptive analytics
• Forecast digital contact workload at the daily, weekly, monthly and quarterly level
• Create long-term (1-3 year) workload forecasts for digital contact channels to support and facilitate the annual budget process
• Transform raw, unstructured data into organized and meaningful insights
• Establish and own end-to-end forecasting processes and methodologies, including re-forecast cadence, forecast variance diagnostics and reporting, stakeholder communications, collecting and integrating inputs from cross-functional teams, anomaly detection and logging, etc.
• Perform deep correlation analysis on a substantially wide variety of data sources and workload-influencing variables, such as trends in user reports, changes in automated detection models and thresholds, prevalence and impression metrics, geopolitical events, policy enforcement changes, seasonality, etc.
• Customize forecasting methodologies based on the unique needs of different operational functions, such as content moderation, partner and advertiser integrity, quality monitoring, legal and compliance workflows, and internal / external escalations
• Perform historical, same-day, and forward-looking RCA to identify drivers of forecast variance and shifts in workload trends; present findings and solution-oriented recommendations to stakeholders
• Lead weekly meetings to collect forecast inputs from cross-functional teams, as well as share out forecasting outputs
• Measure and report forecast accuracy
• Build and refine WFM dashboards to communicate Workforce metrics and insights (forecast variance, accuracy, staff delivery, occupancy, etc) to stakeholders, and enable WFM team RCA
• Perform sensitivity analysis to support scenario testing
• Support internal and external audits
• Drive organizational understanding of forecasting value by presenting forecasting processes and best practices to stakeholders in an easy-to-understand format
• Continuously calibrate and refine forecasting tools and strategies based on team feedback and evolution of Trust & Safety roadmap and OKRs
• Perform ad-hoc analysis as needed
• Mentor and support other members of the WFM team
• Other duties as assigned to support WFM program growth and development

What we’re looking for:

• 8+ years of forecasting workload for digital (non-voice) contact channels (e.g. email, chat, in-app, online forms, etc) or related industry experience
• Expertise in application of forecasting methodologies in digital contact channels (e.g. time-series, multiple regression, ML, etc.)
• Experience building digital contact channel forecasting models manually from scratch is required
• Ability to layer and integrate multiple forecasting methodologies based on evolving business need
• Advanced fluency in SQL for data extraction, transformation, and analysis of large and complex datasets + either Python or R for predictive modeling and automation
• Proficient in data visualization and dashboarding with experience using modern BI tools, such as Tableau, Apache Superset, Looker Studio, PowerBI
• Exceptional critical-thinking skills with ability to balance and adjust qualitative and quantitative approaches to varying tasks, concepts, and analysis
• Meticulous work quality and data integrity standards
• Situational task management skills with ability to change context and pivot quickly toward changing priorities based on evolving business need
• Ability to adapt and maintain professionalism and composure within a fast-paced, high-pressure environment
• Self-starter with demonstrated experience independently leading, driving, and executing large-scale projects and complex deliverables
• Ability to navigate, extract, manipulate, interpret, and organize imperfect and/or limited data in a startup environment where team, tools, and processes are not fully established
• A service and solution-oriented mindset able to build credible and trustworthy relationships with cross-functional teams and stakeholders in a predominately remote-work environment
• Proficiency in Slack functionality with ability to manage intraday requests and communications from a large number of slack channels
• Bachelors degree in a relevant field, or equivalent experience

Relocation Statement:

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement:

• We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
• This role will need to be in the office for in-person collaboration 1-2 times every 6-months and therefore can be situated anywhere in the country.