SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.
We are looking for a Senior Data Analyst to join our analytics team to focus on improving our operational excellence. In this role, you will partner closely with our Marketplace Operations organization, primarily our Customer Support team, as well as Fulfillment and Event Operations, to elevate the customer experience across all inbound and outbound interactions. Using SQL, and advanced analytics techniques across our stack, you’ll transform raw data into actionable insights that guide decision-making, highlight opportunities, and drive measurable improvements. You’ll collaborate cross-functionally with Operations, Product, and Engineering to define success, measure the impact of initiatives, and build the analytical foundations needed for scalable, high-quality support.
Partnering closely with our Marketplace Ops team, you will guide ops investment decisions and drive business impact through (among other things):
- Developing reporting frameworks and building dashboards and metrics that connect support performance to business outcomes (e.g., SLA, CSAT, cost per resolution)
- Creating data-driven prioritization systems that quantify the expected cost of delayed resolution and inform routing strategies, including identifying candidates for VIP/fast-track treatment
- Evaluating and improving contact volume forecasting by breaking down seasonality, near-term momentum, and historical spikiness patterns to strengthen operational planning
- Surfacing user insights that connect support quality to broader business outcomes, enabling leaders to understand the downstream implications of support performance on revenue and customer experience
- Partnering with Product and Engineering to enact and test preventative product solutions and measuring the impact on support metrics
As a member of SeatGeek’s Analytics team, you will be able to collaborate with and learn from a group of high-performing analysts, data scientists and engineers!
What you'll do
- Own our business relationship with stakeholders on the Marketplace Ops team, understanding their objectives and aligning our analytical roadmap to achieve those goals
- Develop our understanding of lifetime customer value by connecting operational excellence, problem-order dynamics, and support experience quality to retention and revenue outcomes
- Conduct exploratory analysis to identify pockets of under-performance in the Support organization, including contact types, workflows, and root-cause categories
- Analyze chatbot and text-based data (NLP) to understand customer intent, friction points, and automation improvement areas
- Evaluate different chat bot vendors and plan and conduct A/B tests to improve performance. Determine strategy for making chatbot data accessible to DWH
- Build lasting modeling solutions, automate analyses, and author pipelines via SQL-based ETL frameworks
- Improve the hygiene and usability of operational data (Zendesk, UnitQ, and more) enabling us to make decisions based on cost dynamics
What you have
- 3+ years of relevant experience
- A degree or higher in economics, psychology, computer science, statistics, mathematics or another quantitative discipline
- Expert-level knowledge of SQL
- Experience performing analysis with large datasets
- Experience building reports and dashboards using business intelligence tools
- A track record of influencing business strategy with data
- A strong statistical understanding of online testing methodologies and metric development
- Natural Language Processing experience - nice to have
- Proficiency in a scripting language (Python or R) - nice to have
- Domain expertise or past experience in operations - nice to have
Our stack
- Scheduling/Orchestration: Airflow
- ETL: Fivetran, Python and dbt
- Data Warehouse: Redshift
- Event Stream: mParticle
- Experimentation: Optimizely
- Dashboarding: Looker & Hex
- Code versioning: Gitlab
- Required languages: SQL and Python
- Support Text Exploration: UnitQ
Perks
- Equity stake
- Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- A WFH stipend to support your home office setup
- Unlimited PTO
- Up to 16 weeks of fully-paid family leave
- 401(k) matching program
- Student loan support resources
- Health, vision, dental, and life insurance
- Up to $25k towards family building and reproductive health services
- Gender-affirming care support program
- $500 per year for wellness expenses
- Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
- $120 per month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
The salary range for this role is $105,000 - $147,000 USD. This role is also equity eligible. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings.
To review our candidate privacy notice, click here.
#LI-Remote