Service BI / Analytics Lead

ABOUT THE TEAM The Consumer Device Service team is responsible for building the post-purchase experience for a new category of AI-powered hardware products. The team works across Support, Warranty, Returns, Reverse Logistics, Product Quality, Commerce, Finance, and Operations to ensure customers have a seamless ownership experience after purchase. ABOUT THE ROLE As a Service BI / Analytics Lead, you will define how Service measures, understands, and improves the customer experience across the full hardware service lifecycle, from onboarding and troubleshooting to warranty claims, replacements, repairs, reverse logistics, and loyalty outcomes. You will build the analytics foundation and insight engine that powers decision-making across Service. This includes defining metrics, building reporting systems, forecasting warranty and service demand, modeling unit economics, and surfacing insights that help improve both customer experience and operational discipline. We’re looking for pe