Data and Analytics Lead

📋 Description

• Define and own the CX metrics layer: service levels, CSAT, handle time, first-contact resolution
• Write SQL and build data models to diagnose contact rate spikes, identify friction points, and
• Lead and develop the Analytics Engineering team: set priorities, review work, and make sure output
• Partner with Polymarket's central data team to build the pipelines and shared infrastructure CX
• Deliver weekly metrics summaries and insight packages to CX leadership, with clear recommendations
• Build the measurement framework for AI agents and automation across CX, so the team knows what's

🎯 Requirements

• 6+ years in analytics or data science, with at least 2 years leading an analytics team.
• Expert SQL, hands-on dbt experience, and fluency in at least one modern BI tool (Looker, Tableau
• A track record of building an analytics function or data model from scratch, not just inheriting
• Experience working with customer support data and systems, and an understanding of the metrics that
• Strong data storytelling for executive audiences: you can turn a complex analysis into a clear
• Comfortable working directly with engineering and data platform teams to get pipeline and

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories