Senior Service Analyst

Position Overview

Simbe's Data Science & Analytics team is looking for a Senior Service Analyst to own end-to-end visibility into how well we're delivering on our client commitments. You'll sit at the intersection of client success, engineering, and operations. You will be building the processes, owning the investigations, and strengthening the cross-functional partnerships that keep our service quality measurable, accountable, and continuously improving.

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 & QALead 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 & DocumentationOwn 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

• 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

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
• Highly attentive to detail: you notice when numbers don't add up, when a trend breaks pattern, or when a process step was skipped
• A 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

Pay

$120,000 - $150,000 a year

The base salary offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to those same considerations, the total compensation package for this position may also include other elements, including equity compensation, in addition to a full range of medical, financial, and/or other benefits.

Simbe's approach emphasizes total rewards - base pay, equity, incentives, and benefits - rather than viewing compensation as cash alone. We believe the full package, including ownership through equity and well-being support, is what drives engagement, retention, and alignment with our mission.

At Simbe, you will be at the forefront of retail innovation, working with cutting-edge AI and robotics technologies to transform retail operations. Our culture is dynamic, inclusive, and driven by a passion for improving the way retailers operate and serve their customers.

Simbe Values: R. E. T. A. I. L.
Result Driven - We are customer-centric and results-driven. We strive to create immense value for our team, partners, customers, and investors.
Empathetic - We are sensitive and mindful. We support each other in challenging times, both professionally and personally.
Transparent - We highly value open communication internally, and with our partners and customers. We are receptive to feedback.
Agile - We are agile and always eager to learn. We quickly adapt to changes and customer needs.
Innovative - We are bold and innovative, with an intense focus on product design and user experience.
Leaders - We strive for excellence. We are accountable, the best at what we do, and leaders in our field.