Service BI / Analytics Lead

Openai·Remote(San Francisco)

Data & Analytics

WFA Digital Insight

The demand for skilled BI and analytics professionals in the tech industry has grown significantly, with a 25% increase in job postings over the past year. As companies like Openai continue to innovate and expand their product offerings, the need for data-driven insights to inform business decisions has never been more crucial. With the rise of remote work, professionals with strong digital skills are in high demand. Openai's commitment to a hybrid work model and relocation assistance makes this role particularly attractive. Before applying, candidates should be aware of the company's emphasis on strategic thinking, technical expertise, and collaboration.

Job Description

About the Role

The Service BI / Analytics Lead will play a critical role in shaping the post-purchase experience for Openai's AI-powered hardware products. As part of the Consumer Device Service team, this individual will work closely with cross-functional teams to define and implement analytics strategies that drive customer satisfaction and business growth. The role requires a unique blend of technical expertise, strategic thinking, and collaboration skills.

The Consumer Device Service team is responsible for building and maintaining the entire hardware service lifecycle, from onboarding and troubleshooting to warranty claims and reverse logistics. The Service BI / Analytics Lead will be the driving force behind the development of analytics capabilities that inform decision-making across the organization.

What You Will Do

Define the Service analytics strategy, including core metrics, reporting logic, and decision frameworks across customer experience, operational performance, warranty, and cost.
Develop a unified analytics model that integrates data from Support, Warranty, Returns, Reverse Logistics, Product Quality, Commerce, and Finance.
Partner with Data Engineering and systems teams to build the data models, pipelines, joins, and semantic layers required to support hardware service analytics.
Create reporting capabilities for returns and warranty, including replacement, repair, RMA, depot, reverse-logistics, and finance-reconciliation flows.
Establish source-of-truth data across accounts, devices, orders, claims, logistics events, diagnostics, and support interactions.
Lead forecasting for total warranty return rate, warranty cost, and related operational demand using quality signals, telemetry, claims history, install base, policy assumptions, and launch cohorts.
Define and measure service unit economics, including cost per shipped unit, cost per active unit, cost per contact, cost per claim, and cost per resolved case.
Build scenario models that inform replacement planning, repair demand, return exposure, inventory needs, staffing, and broader service investment decisions.
Conduct deep-dive analyses on cost of quality, claim drivers, repair vs. replacement tradeoffs, churn and loyalty drivers, and opportunities for differentiated care programs.
Identify root causes of returns, replacements, repairs, and negative service outcomes by connecting support, product-quality, telemetry, and logistics data.

What We Are Looking For

8-12+ years of experience in BI, analytics, data science, or a related function, ideally in consumer hardware, customer support, warranty, operations, or reverse logistics.
Strong SQL, data modeling, and analytics fundamentals, with the ability to work across multiple data systems and tools.
Experience defining and implementing analytics strategies that drive business outcomes.
Excellent communication and collaboration skills, with the ability to work cross-functionally with technical and non-technical teams.
Strong problem-solving skills, with the ability to analyze complex data sets and identify insights that inform business decisions.
Experience with data visualization tools and techniques, with the ability to communicate complex data insights to non-technical stakeholders.
Strong business acumen, with the ability to understand the commercial implications of analytics insights.

Nice to Have

Experience working in a hybrid or fully remote work environment.
Familiarity with Openai's products and services.
Experience working in the tech industry, particularly in consumer hardware or related fields.
Certification in data science, analytics, or a related field.

Benefits and Perks

Competitive salary and benefits package.
Opportunity to work with a cutting-edge tech company that is pushing the boundaries of AI and hardware innovation.
Hybrid work model with 4 days in the office per week and relocation assistance.
Access to professional development and growth opportunities.
Collaborative and dynamic work environment with a team of experienced professionals.
Flexible PTO and vacation days.
Comprehensive health and wellness benefits.

How to Stand Out

Make sure to highlight your experience working with large datasets and developing analytics strategies that drive business outcomes.
Be prepared to discuss your approach to data modeling, data visualization, and insights communication.
Show a strong understanding of the tech industry, particularly in consumer hardware or related fields.
Demonstrate your ability to work cross-functionally with technical and non-technical teams.
Prepare examples of your experience with data visualization tools and techniques, such as Tableau or Power BI.
Be ready to discuss your experience working in a hybrid or fully remote work environment and how you stay motivated and productive.
Consider creating a portfolio that showcases your analytics work and insights, such as a GitHub repository or a personal website.

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