Technical Analyst

2 weeks ago

Waterloo, Canada RideCo Full time

This is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be one of the pioneers shaping this transformation. You’ll join a small and rapidly growing client success team.

As a Technical Analyst, you’ll be responsible for working directly with clients in face-to-face virtual or in-person meetings, analyzing client operations data, working with project managers on project implementations, running service simulations, assessing key performance indicators, proactively driving client operational improvements, and providing technical systems support for multiple clients. You will develop a deep understanding of urban mobility challenges faced by transit operators. You will become an expert on RideCo’s technology platform and data-driven design and operation of transportation services.

**Your day-to-day responsibilities will include**:

- **Program and client management**: Plan and launch client projects as per the project timeline. Support communication and coordination between project stakeholders including transit planners, senior management, marketing, and operations staff. Work closely with the client through the entire project lifecycle and post-launch operations, prioritizing requests and fostering a strong relationship focused on desired customer outcomes and world-class customer experience.
- **Implement transportation services**: Work together with project managers, solutions engineers, and client stakeholders to develop and implement transportation solutions that fit the needs of the customer. Translate client requirements into technical solutions leveraging the RideCo platform. Utilize a keen eye for detail to manipulate service parameters to meet the precise needs and goals of the client.
- **Support new service launches**: Setup, test, and tune system parameters, run simulations, oversee training, soft launch, monitor KPIs on launch week and make ongoing system changes as needed.
- **Data analysis and performance reporting**: Perform ad-hoc data analysis tasks to compare service performance against goals, evaluate trends, and proactively identify areas for improvement. Collaborate with data engineers to design performance analysis reports spanning rider user-experience, driver user-experience, marketing, operating efficiency, and unit economics. Review the performance reports with stakeholders and the client operations team on weekly face-to-face client meetings to generate insights and actions. Collaborate with project managers to develop end to end executive business review presentations for senior stakeholders.
- **Run simulations and optimize service design**:Perform simulations to analyze performance and operational KPIs. Iterate on the service model by tuning and optimizing dozens of parameters such as dynamic routing engine settings, vehicle count and mix, supply positioning, service frequency, location and density of potential stops, and demand models. Collaborate with the client, operations managers, and other key stakeholders throughout this process. Support the client in setting targets and KPIs for the service prior to launch.
- **Provide technical support**: Provide ongoing technical systems and analytics support to operations managers. Advise them on using the system’s dashboards and interpreting the data. Perform system configuration changes based on feedback from operations staff, drivers, and passengers.
- **Drive continuous improvement**: Collaboratively develop weekly/monthly actions to drive continuous improvements, and to achieve the service’s objectives (e.g. user experience, ridership, operating efficiency, financials, etc.).
- **Improve internal processes and tooling**: Identify ways to further automate and systematize our internal processes. Collaboratively champion internal process/tooling improvements.
- **Support product improvements**: Expand your knowledge of the transportation industry, understand clients’ pain points and identify gaps/opportunities in the product. Share your insights with the product team and assist the product management team in designing new features/improvements to RideCo’s platform.
- **Educate and document**:Continuously expand the collective knowledgebase of the company through multi-disciplinary learning, knowledge sharing through live demos, and updating/creating documentation on our knowledge management system.
- **Client Support**:Answer technical support tickets from clients in a timely manner, providing exceptional customer service to client queries and issues. Perform adhoc administrative tasks when required.

**Preferred Qualifications**:

- **Education**: Undergraduate degree in Management Engineering / Applied Mathematics / Statistics / Finance / Business / Planning, or related discipline.
- **Experience **in data analysis and project management.
- **1 to 5 ye

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