Data Analyst and System Performance Manager

Company Overview:

At PAVE, we are redefining how the world inspects vehicles across the automotive landscape.

For fleet owners and managers, we are proud to work with you to simultaneously advance and modernize the condition management of your vehicle fleets and we are thankful for the recognition and positive impact we are having on the fleet industry.

In 2023, PAVE was named Overall Fleet Management Company Of The Year in the annual AutoTech Breakthrough Awards.

We are going through an exciting period of growth in our business and seeking a detail-oriented Data Analyst and System Performance Manager.

Role Overview:

Reporting to the Director, Major Accounts Product Operations, you will lead daily business reviews with enterprise accounts while ensuring accurate system performance and SLA compliance tracking. This individual will monitor, analyze, and report daily business reviews, conduct ground truth audits, and work to prevent sessions from missing SLAs. They will also oversee system performance, identify areas for improvement, and manage customer satisfaction programs. Monthly travel to the client site will be required to perform on-site audits and product roundtables.

This role is hybrid remote, and attendance in our downtown Toronto office is required. Salary range $85-95K CAD.

Key Responsibilities:

Daily Business Review Reporting:

Compile data on each SLA and KPI, ensuring daily reports are delivered by 10 am.

Analyze and include data from the previous day and collaborate with teams to identify causes of missed SLAs, corrective actions, and goals.

System Performance Monitoring:

Track and monitor system performance to prevent any sessions from aging and missing SLAs.

Implement and oversee proactive monitoring processes to catch issues before they impact SLA compliance.

Develop dashboards and reports to visualize system performance trends and potential problem areas.

Ground Truth Audits:

Conduct virtual and physical ground truth audits to ensure inspection application accuracy is maintained or improved.

Perform monthly travel to the client site to conduct on-site audits.

Document findings and provide recommendations for improvement.

Cross-Team Collaboration:

Work with various teams to gather information regarding missed SLAs and ensure corrective actions are identified and implemented.

Collaborate with engineering and product teams to refine SLA metrics and system performance monitoring.

Customer Satisfaction Monitoring:

Lead customer satisfaction programs, including Net Promoter Score (NPS) and customer surveys, to gather feedback on product performance.

Identify and address gaps in customer satisfaction, providing recommendations to the product and customer support teams.

Continuous Improvement:

Provide actionable insights and recommendations to improve SLA performance.

Develop visualizations and dashboards for easy interpretation of complex data.

Ensure continuous improvement of vehicle inspection application accuracy and SLA metrics.

Lead post-mortem reviews for incidents impacting SLAs to ensure lessons learned are implemented.

Documentation and Knowledge Management:

Create and maintain comprehensive documentation for SLA performance, system metrics, and ground truth audits.

Develop knowledge-sharing materials and training programs to improve understanding of SLAs and system monitoring.

Qualifications:

Bachelor's degree in Data Analytics, Business, Computer Science, or a related field.

3+ years of experience in data analysis, preferably related to SLAs or performance metrics.

Advanced proficiency in Excel, SQL, and data visualization tools (e.g., Tableau, Power BI).

Strong analytical skills with a proven ability to interpret data and generate actionable insights.

Excellent communication skills and ability to present complex data clearly.

Ability to travel monthly for on-site audits.

Preferred Skills:

Familiarity with business review processes and performance metrics within large enterprise ecosystems.

Experience in root cause analysis and problem-solving methodologies.

Knowledge of statistical analysis techniques and tools.

Background in customer success management or SaaS customer support.

At Pave, we are committed to fostering an inclusive and accessible workplace environment. As part of this commitment, we want to ensure that all individuals have an equal opportunity to participate in our recruitment process. If you are a job applicant with a disability and require accommodations during any stage of the recruitment process, please let us know. We are dedicated to providing reasonable accommodations to ensure that all candidates can fully participate in our assessment and selection procedures. Your request for accommodation will be treated with confidentiality and respect. We will work with you to identify and implement suitable accommodations based on your individual needs.

No recruitment agencies.