Member Operations Analytics

About the role

This role owns the analytics that keep Base's member experience world class. You are the data backbone for the support organization, turning raw interaction signals into clear operational actions. You will forecast demand, protect performance, and design the reporting that keeps the team aligned. You diagnose problems before they escalate and equip leaders with the insight to make fast, confident decisions. You build the systems and dashboards the entire team depends on to hit their SLAs. If you care about owning the full lifecycle of an analytics product, this is your role. You will be the person the team relies on to turn noise into clarity and data into action.

Key facts

What you'll do

• Own end-to-end SLA and response time performance across all support channels, tracking metrics daily, triggering real-time interventions when risk appears, and driving root-cause fixes when targets slip.
• Build and maintain sophisticated workforce models that forecast inbound volume, predict staffing requirements across channels, flag capacity gaps early, and own shift structures and schedules.
• Design, maintain, and evolve the full operational reporting suite covering queue health, agent productivity, handle time, first contact resolution, and backlog aging, and ship dashboards that give leaders real-time visibility.
• Analyze contact drivers, escalation patterns, and handle time trends to surface root causes, then partner with Product and Operations to design upstream improvements that prevent issues before they reach members.
• Partner closely with engineering on the support tool stack, administering platforms, evaluating new tooling, and making the business case for changes when gaps are hurting FCR or resolution time.
• Translate complex analytical findings into clear, actionable recommendations that non-analysts can easily understand and leaders can confidently act on.
• Create the analytical infrastructure and data pipelines that allow the team to operate at Base pace, stepping in where tools are immature and building the systems rather than only consuming them.
• Establish a culture of accountability by defining, tracking, and communicating the metrics that truly matter to members and the business.
• Work directly with frontline managers to translate operational data into staffing, training, and process decisions that improve member outcomes.
• Continuously experiment with new ways to visualize, automate, and improve the analytics that drive member experience excellence across every touchpoint.

Requirements

• 4-8+ years of experience in data analytics, data science, workforce management, or operations within a frontline, queue-based environment.
• Strong analytical proficiency with SQL, BI tools, and the ability to build models, dashboards, and forecasts from scratch without relying solely on pre-built solutions.
• Deep understanding of workforce management fundamentals including staffing models, shrinkage, and volume forecasting across multiple channels.
• Proven experience owning and administering support platforms, understanding how the data inside these systems works, and influencing how tools are used rather than only using them yourself.
• Ability to translate complex analysis into clear recommendations that non-analysts can act on and leaders can make decisions from.
• Comfort operating in environments where infrastructure is still being built, and you are expected to create the systems instead of only using them.
• High ownership mindset and an ability to manage multiple priorities in a fast-moving startup where roles and responsibilities may shift quickly.
• Commitment to working in-person at the Austin, TX location and aligning with Base's operating cadence and expectations.

Nice to have

• Experience supporting mission-critical operations where analytics directly influence real-time decisions and customer outcomes.
• Familiarity with modern support platforms and the technical integration between CRM, ticketing, and workforce management systems.
• Background in industries with high-volume member or customer contact where SLA adherence is mission-critical.

Practical notes

Work hours are full-time during standard business hours with flexibility as needed to respond to operational peaks. This role requires in-person presence at the Austin, TX location. Travel is not expected as part of this role. Visa sponsorship is not available for this position at this time. The role reports to the Member Experience leadership team and will evolve based on business priorities.