Business Escalation Analyst, Americas

Job Description

Who we are Criteo (NASDAQ: CRTO) is the global technology company powering the world’s marketers with trusted and impactful advertising. 2,800 Criteo team members partner with over 20,000 customers and thousands of publishers around the globe to deliver effective advertising across all channels, by applying advanced machine learning to unparalleled data sets. Criteo empowers companies of all sizes with the technology they need to better know and serve their customers. Overview In order to secure its revenue stream, Criteo has set up the Global Business Escalation team, in charge of overseeing large incident management, and limiting the financial cost and reputational impact to Criteo from both internal and external technical/operational issues. With team members in Paris, New York and Tokyo, the team is the global point of contact and coordination for critical business incidents. Business Escalation orchestrates global investigations partnering with a wide network of stakeholders across R&D, Product, Analytics, and Sales & Operations, and brings analytics insights to the table to efficiently scope issues, qualify impacts, identify required resources, and prioritize efforts. Upon resolution, the team uses insights from past issues to identify weaknesses in our infrastructure, monitoring, processes, and organization, and drives impactful initiatives to limit Criteo’s exposure to both internal and external risks. Based in New York, we are looking for a Business Escalation Analyst, Americas , to join a global team of 7. This role will report directly to the Head of the Global Business Escalation Manager, sitting in Paris. In this role, you will focus on detecting, scoping, troubleshooting, and getting critical and large-scale incidents resolved on a day-to-day basis. You will drive initiatives to prevent issue reoccurrences, and improve the company’s ability to detect and resolve critical issues swiftly. Why work for us? We are innovative, passionate, fearless, creative, driven, and adaptable. Our core values are at the heart of who we are. We have a spontaneous and vibrant culture, and we truly believe in team spirit and collaboration. · 100% premium coverage of Healthcare Plan · Competitive compensation · Career advancement with global mobility opportunities · Generous vacation policy · Happy hour, snacks, game and nap rooms · Travel & reimbursement options · 401(k) fully vested matching

What you'll do!

• Identify critical issues with a material revenue or reputation impact for Criteo:
• Analyze suspicious business trends and deep dive on metrics to qualify and scope issues through the manipulation of large and complex data sets
• Partner with Sales, Operations, Product, and R&D teams across the organization, to ensure fast escalation and correct qualification of critical issues using dedicated escalation processes
• Manage critical issues - c oordinate cross-team investigations, and facilitate communication between local teams in Americas and Paris-based Global Operations, R&D, and Product teams.
• Bring analytics insights to the table during investigations to qualify issues, determine impacted scopes and timelines, and quantify business impacts.
• Write and send out clear, real-time communications to Sales & Operations teams on ongoing and resolved incidents.
• Play your part in the 24/7 team coverage, ensuring follow-ups on issue investigations during the US timezone
• Prevent issue reoccurrence , and improve the team’s efficiency when facing incidents
• Drive issue post-postmortems, and leverage learning from past issues to propose, create and/or adapt internal processes and tools in order to improve our issue detection capabilities and further protect Criteo revenue and reputation.
• Document and automate internal processes and recurrent tasks, in order to increase the team’s efficiency when managing issues.

Who you are

• Bachelor’s degree in Computer Science, Technology, Engineering or related field.
• 2-4 years of experience in Data Analytics in the tech or digital space.
• Strong analytical skills and experience in analyzing complex datasets from multiple data sources, in order to report on performance and analyze fluctuations. Proficient in SQL. Python, R, Tableau skills are a plus.
• Strong aptitude to take the lead and coordinate various teams in crisis situations.
• Excellent written and verbal communication skills in English. Proven ability to communicate clearly and appropriately in front of international Commercial and R&D teams, and to convey technical concepts to a non-technical audience.
• Hard-working, multi-tasking, hands-on, team-oriented, creative, cooperative, possessing good judgment and exceptional problem-solving skills, you thrive in fast-paced environments.
• Experience in an international role or environment.
• You are an early adopter to technology and passion and interest in global ecommerce markets.

#LI- MR1 At Criteo, we dare to be different. We believe that diversity fuels innovation and creates an energy that can be seen and felt all over Criteo. We champion different perspectives and are committed to creating a workplace where all Criteos are heard and feel a sense of belonging. Criteo collects your personal data for the purposes of managing Criteo's recruitment related activities. Consequently, Criteo may use your personal data in relation to the evaluation and selection of applicants. Your information will be accessible to the different Criteo entities across the world. By clicking the "Apply" button you expressly give your consent. Apply for this job