Senior Business Escalation Analyst
CriteoWhat You'll Do:
In this role, you will focus on detecting, scoping, troubleshooting, and getting critical and large-scale incidents resolved on a day-to-day basis. You will drive initiatives to prevent issue reoccurrences and improve the company’s ability to detect and resolve critical issues swiftly.
With team members in Paris, New York, and Tokyo, the team is the global point of contact for critical business incidents management. Business Escalation orchestrates global investigations and response plans partnering with several stakeholders from R&D, Product, Client Solutions, and Legal teams. The team leverages analytical and business insights to efficiently scope issues, qualify impacts, identify required resources, and drive action plans.
Upon resolution, the team uses insights from past issues to identify weaknesses in our infrastructure, monitoring, processes, and organization, and drives impactful initiatives to limit Criteo’s exposure to both internal and external risks. Your tasks will include but are not limited to :
- Identify critical issues with a material revenue or reputation impact for Criteo:
- Analyze suspicious business trends and deep dive on metrics to qualify and scope issues through the manipulation of large data sets
- Partner with Client Solutions, Product, and R&D teams across the organization, to ensure fast escalation and correct qualification of critical issues using dedicated escalation processes
- Manage critical issues through cross-functional team coordination and facilitate communication:
- Leverage business and analytical insights during investigations to qualify issues, determine impacted scopes and timelines, and quantify business impacts.
- Drive, challenge, and support several teams towards an appropriate resolution.
- Write and send out clear, real-time communications to Client Solutions teams on ongoing and resolved incidents.
- Partner with other team members to ensure a 24/7 & global coverage while follow-ups on issue investigations during the EMEA time zone.
- Prevent issue reoccurrence, and improve the team’s efficiency when facing incidents:
- Drive issue post mortems, and leverage learning from past issues to propose, create and/or adapt internal processes and tools in order to further protect Criteo revenue and reputation.
- Document and automate internal processes and recurrent tasks, in order to increase the team’s efficiency when managing issues.
Who You Are:
- Degree in Computer Science, Technology, Business, or related field
- Prior experience as a Business or Data Analyst
- Strong analytical skills. Proficient in SQL. Python, Tableau skills are a plus
- Excellent written and verbal communication in English
- Ability to adopt a systematic approach towards identifying, synthesizing, and then solving a problem, with a strong hands-on attitude
- Strong aptitude to coordinate cross-functional teams and own an action plan
- Ability to communicate clearly to various stakeholders, including high-level stakeholders, and convey technical concepts to non-technical audiences
- Strong interpersonal skills to handle customer pressure and manage expectations effectively
- Curious with a great attention to detail and able to turn observations into recommendations or improvement initiatives
- Extremely organized and able to effectively prioritize and execute missions
- Experience in driving small to medium-scale projects autonomously
We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we’d love to see your application!
Who We Are:
Criteo is a leader in commerce media, helping brands, agencies, and publishers create meaningful consumer connections through AI-powered advertising solutions. We’re shaping a more open and sustainable digital future for advertising.
At Criteo, our culture is as unique as it is diverse. From our offices across the globe or from the comfort of home, our 3,600 Criteos collaborate together to build an open, impactful, and forward-thinking environment.
We foster a workplace where everyone is valued, and employment decisions are based solely on skills, qualifications, and business needs—never on non-job-related factors or legally protected characteristics.
What We Offer:
🏢 Ways of working – Our hybrid model blends home with in-office experiences, making space for both.
📈 Grow with us – Learning, mentorship & career development programs.
💪 Your wellbeing matters – Health benefits, wellness perks & mental health support.
🤝 A team that cares – Diverse, inclusive, and globally connected.
💸 Fair pay & perks – Attractive salary, with performance-based rewards and family-friendly policies, plus the potential for equity depending on role and level.
Additional benefits may vary depending on the country where you work and the nature of your employment with Criteo.