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About the Role

Simbe's Data Science & Analytics team is seeking a Senior Service Analyst to ensure clients receive accurate, timely data by owning end-to-end visibility into service delivery. This role sits at the intersection of client success, engineering, and operations, focusing on building processes, conducting investigations, and strengthening cross-functional partnerships to maintain measurable, accountable, and continuously improving service quality.

Responsibilities

Independently define and evolve "healthy service" metrics across the client portfolio, aligning with contracted requirements, accuracy SLAs, and prioritization.
Own end-to-end tracking and reporting of account and fleet level performance, detecting regressions and reporting them consistently.
Lead QA and root cause analysis to identify service gaps and systemic patterns.
Document findings with precision, maintaining an audit trail of issues, resolutions, and follow-ups.
Drive issues to resolution with the engineering team, owning the outcome and verifying quality improvements.
Own and evolve the service observability handbook and standard operating procedures.
Bring structure to recurring workflows and identify opportunities for scaling or automation.
Collaborate with the data-labeling team to forecast resource requirements based on SLAs.
Act as a senior voice with cross-functional teams to shape system configuration for maximum service quality.
Host office hours and mentor others on service observability tooling and practices.
Build and maintain dashboards and tooling (Looker, BigQuery) to monitor service health.
Maintain high standards of data accuracy and dashboard reliability.

Requirements

6+ years of full-time, post-degree professional experience in a data analyst, operations analyst, QA analyst, or similar role.
Experience with SLA/SLO tracking or service-level reporting in a SaaS or tech operations context.
Strong SQL and data querying skills.
Comfortable working in BigQuery or equivalent cloud warehouse.
Experience building and maintaining dashboards in BI tools (Looker preferred).
Exceptionally organized, able to manage multiple workstreams and track open issues.
High attention to detail.
Clear communicator across technical and non-technical audiences.

Skills

SQL
BigQuery
Looker
Data Analysis
Operations Analysis
QA Analysis
SLA Tracking
SLO Tracking
Service-Level Reporting
Dashboarding
Data Querying
Root Cause Analysis
Process Improvement
Forecasting
Capacity Planning
dbt

Location

San Francisco Bay Area
Hybrid

Work Type

Hybrid
Onsite (2-3x/week in Burlingame office)

Experience Level

Senior

Salary/Compensations

$120,000 - $150,000 a year

Benefits

Equity compensation
Medical benefits
Financial benefits
Other benefits

About the Company

Simbe Robotics is a leading retail robotics company providing in-store intelligence solutions that help retailers optimize operations, improve shelf execution, and deliver valuable data insights.
Our autonomous robots and multi-modal data collection systems are transforming how retailers manage inventory and make data-driven decisions.
At Simbe, you will be at the forefront of retail innovation, working with cutting-edge AI and robotics technologies to transform retail operations.
Our culture is dynamic, inclusive, and driven by a passion for improving the way retailers operate and serve their customers.
Simbe Values: R. E. T. A. I. L. (Result Driven, Empathetic, Transparent, Agile, Innovative, Leaders).

Equal Opportunity

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.