Client Engagement Ops Data Analyst - Remote

About the Role

We're hiring a Client Engagement Ops Data Analyst to join our innovative team at Kraken. As a fully remote company, you'll have the opportunity to work alongside talented individuals from over 70 countries, all united by a shared passion for crypto. In this role, you will play a critical part in shaping the performance ecosystem of our Client Experience organization, ensuring that we deliver a world-class client experience.

What You'll Do

• Own the advancement of our Client Engagement Specialist Performance Management platform, which powers our incentive models.
• Partner with the Client Engagement team to define meaningful KPIs that measure the effectiveness of CE operations.
• Build, refine, and maintain performance metrics within the Data Lake as the single source of truth.
• Ensure performance measurements accurately reflect team outcomes, specialist productivity, and service quality.
• Continuously evaluate and enhance metrics to support evolving business needs and strategic goals.
• Create clear, intuitive, and impactful dashboards to communicate insights across the CE organization.
• Use tools such as Tableau, Power BI, or similar platforms to transform complex datasets into actionable intelligence.
• Provide data-driven recommendations that help leaders identify trends, optimize processes, and improve decision-making.

Requirements

• 5+ years of proven experience designing and managing performance metrics for Client Engagement, Sales, or Contact Center teams operating at scale.
• 5+ years of advanced proficiency in SQL to build, validate, and optimize performance metrics and datasets.
• 3+ years of experience setting up and managing data pipelines, with a strong understanding of data workflow orchestration.
• 3+ years in data integration and infrastructure, with the ability to partner closely with Data Engineering.
• Basic knowledge of Python for data analysis, automation, and modeling tasks.
• Demonstrated success in cross-functional collaboration with Client Engagement, Data Engineering, and other partner teams.
• Strong analytical problem-solving abilities with exceptional attention to detail.
• Ability to translate complex data into clear, compelling insights for non-technical audiences.

Nice to Have

• Experience in the crypto industry or a strong passion for advancing the global adoption of crypto.
• Proactive mindset focused on continuous learning and staying current with the latest trends in data analytics.

What We Offer

• Competitive salary ranging from $60,000 to $120,000 per year.
• Fully remote work environment with flexible hours.
• Opportunity to work with a diverse team of professionals from around the world.
• Access to industry-leading security and crypto education resources.
• Support for your professional development and continuous learning.
• Inclusive company culture that values diversity and equal opportunity.