Senior Analyst, Strategy & Operations

About the role

GoFundMe is seeking a Senior Analyst to join the Strategy & Operations team within Trust & Safety, based in Dublin. The team is responsible for bringing structure, insight, and operational discipline to help the business scale effectively. In this position, you will act as a trusted analytical advisor to leadership, turning complex data into practical direction that strengthens platform integrity and user trust.

This is a high-impact role for someone who enjoys solving systems-level problems, shaping strategy through analytics, and improving how teams measure performance, forecast needs, and respond to risk.

What you will do

• Partner with Trust & Safety leaders to convert business goals into measurable operating frameworks and performance plans.
• Develop and refine KPI structures that capture both day-to-day operational performance and longer-term risk signals.
• Use Zendesk as a primary Trust & Safety operations tool, including the creation and maintenance of dashboards in Zendesk Explore to monitor ticket volume, resolution performance, SLA adherence, and enforcement patterns.
• Improve Zendesk processes by tuning workflows, automations, triggers, and macros, while also feeding Zendesk data into wider analytics systems for deeper insight.
• Lead forecasting, staffing models, and scenario planning to support investment choices and organizational planning.
• Perform detailed analyses of emerging risk trends, enforcement quality, operational effectiveness, and system-wide vulnerabilities.
• Spot inefficiencies in current processes and design scalable, data-driven fixes that raise performance and reduce exposure to risk.
• Create leadership-ready dashboards, reports, and narratives that make complex information easy to act on.
• Work closely with Product, Engineering, Policy, Legal, and Operations teams to shape roadmap decisions using quantitative evidence.
• Build measurement approaches to assess policy updates, tooling rollouts, and enforcement changes, tying each initiative to clear outcomes.
• Contribute to annual and multi-year planning through business cases, investment analysis, and strategic recommendations.
• Strengthen analytics practices within Trust & Safety by improving data governance and supporting the development of other analysts.

What you should bring

• 3 to 7 years of experience in Strategy, Business Operations, Business Intelligence, Data Analytics, or a similar area.
• Strong hands-on expertise with Zendesk as a support and Trust & Safety operations platform, including workflow configuration, ticket queue management, and reporting through Explore.
• Proven experience creating Zendesk Explore dashboards and reports for metrics such as resolution time, escalation rate, enforcement accuracy, and agent productivity.
• Working knowledge of Zendesk APIs and export options for moving ticket data into analytics pipelines and BI tools.
• Experience improving Zendesk workflows, including automations, triggers, macros, and SLA rules, to support efficiency and consistent operations at scale.
• Advanced SQL skills and the ability to build sophisticated models and durable reporting systems.
• Track record of leading analytical projects that informed senior-level decisions.
• Strong capability in forecasting, scenario modeling, and KPI design in operational settings.
• Clear executive communication skills with the ability to translate detailed analysis into concise, persuasive messaging.
• Comfort working independently in changing, fast-paced, and sometimes ambiguous environments.
• Sound business judgment and the ability to balance efficiency, risk reduction, and long-term planning.
• Experience coaching or mentoring analysts, whether formally or informally.
• Substantial background in Trust & Safety, fraud prevention, compliance, platform risk, or marketplace integrity within high-growth ecommerce, fintech, marketplace, or social media companies.
• Familiarity with experimentation planning, enforcement quality measurement, and risk-signal analysis.
• Ability to shape cross-functional roadmaps alongside Product and Engineering leadership.

Benefits and culture

• Meaningful mission: contribute to a company that helps millions of people every year.
• Fast-moving, innovative environment with a talented and diverse team.
• Collaborative culture that values teamwork and shared success.
• Competitive compensation and comprehensive healthcare coverage.
• Support for hybrid work, family planning, parental leave, flexible time off, and mental health and wellness resources.
• Learning, development, and recognition programs to support growth.
• Ongoing commitment to diversity, equity, and inclusion, including employee resource groups.
• Opportunities to give back through volunteer initiatives.

Additional information

GoFundMe values people who are eager to do great work, resourceful in finding solutions, committed to building trust, and motivated by purpose. The company is an equal opportunity employer and welcomes applicants from all backgrounds and experiences. Hiring decisions are made without discrimination based on race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender identity or expression, pregnancy status, marital status, age, medical condition, disability, or military or veteran status.

Compensation and privacy notice

The annual salary range for this role in Ireland is €69,000 to €104,000, in addition to equity and benefits. Final compensation is determined by location and other relevant factors such as job-related skills, experience, education, or training. A recruiter can provide more detail about the total compensation package during the hiring process.

Depending on where you apply from, applicable privacy laws such as the GDPR or certain US privacy regulations may govern how applicant data is handled. By applying, you agree to the processing of your information as required for recruitment.

About the company

GoFundMe is a community platform focused on helping people support one another and raise funds for personal needs and charitable causes. Since 2010, the community has raised more than $40 billion. The company also partners with GoFundMe.org, an independent public charity, to broaden its impact and support social change.