Position Summary

Our Customer Solutions team is growing rapidly, and we’re searching for a Field Support Representative to begin work immediately in Washington, DC or Remote. This position will support a large, USAID-funded, monitoring, evaluation, research and learning (MERL) contract with high relevance to US foreign policy.

Our Field Support Representatives collaborate across teams to ensure customers' goals are met by integrating the Premise platform into complex projects. They oversee data collection operations, communicating effectively with various stakeholders. This role involves identifying and addressing gaps in data collection plans by working closely with the Customer Solutions team. Candidates should excel in drafting information requests, analyzing intricate data, and presenting findings visually and in writing. They must translate sensitive collection goals into actionable tasks and insights for customers in a clear and non-sensitive manner.

What You Will Do

You’ll work in the Customer Solutions team, a group of analysts, methodologists, data scientists, and developers who are responsible for turning our raw data into the insights our customers need to make faster, more effective decisions. Responsibilities include:

• Engage end users to understand collection requirements and goals
• Work with the customer and the broader team to establish commonly understood data collection goals, needs, and methods, as well as ultimate deliverables
• Engage closely with the customer to understand the key questions they need answers to and translate those into a range of non-sensitive tasks (via surveys, observations, and/or access to syndicated datasets)
• Speak knowledgeably and credibly about Premise technology, engaging the customer at multiple levels to recognize the impact of our data and identify new collection and upsell opportunities
  
• Build customer-facing deliverables and/or visualizations
• Work with the Customer Operations and Methodology teams to build data collection mechanisms, evaluate early submissions, and monitor overall progress
• Work with Client Analytics team to build interactive dashboards and create ongoing reports and analyses
  
  
• Critically evaluate customer data and refine collection strategies
• Perform ongoing analysis of data to uncover issues related to quality, consistency, and/or comprehension of questions and tasks
• Highlight key insights using statistics and other analytically rigorous tools, packaging them for end users in easily digestible language and formats
• Recommend concrete suggestions for improvement and work with other teams to implement, tracking their impact and utility over time
  
  
• Translate research and requirements into recurring products
• Work with Product and Data Science teams to prototype new products and capabilities based on your research and/or customer requirements

Support these teams’ efforts to improve existing data products to better meet customer requirements and/or increase data subscriptions/collection requests

What You Bring Along

• You must be intimately familiar with USAID and/or BHA’s MERL contracts or very similar learning and analysis contracts. Candidates without this experience working on such contracts will not be considered.
• A bachelor’s degree or equivalent formal military or equivalent training, in addition to at least 5 years of full-time professional experience
• Experience taking complex, imperfect collection goals/questions and identifying insights of interest from a large amount of data, using a range of analytical tools and techniques in support of operations (minimum 2 years)
• Ability to work both collaboratively with a cross-functional team spread across multiple time zones and independently as an onsite ambassador, displaying critical thinking, creativity, and problem-solving skills to achieve customer goals
• Experience working with Looker, Tableau or some other data visualization platform (minimum 3 years)
• Strong communication skills with the ability to break down, explain, and demonstrate complex concepts in an easy-to-understand manner to multiple levels of management (both internal and external)
• Experience with SQL, R or Python a very strong plus

What You Get

• Competitive compensation and 401k plans
• Comprehensive medical/dental/vision coverage for you and your family
• Access to Health Savings Accounts and Flexible Savings Accounts
• Unlimited time off + paid holidays
• Opportunities for equity shares
• Dependent-care Flexible Spending Accounts, plus fertility support and coverage of $15,000
• Commuter transit and parking subsidies
• Daily lunch and snacks on-site