Business Performance & Insights Manager

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Act as the main analytics and business performance partner for the Residential Business Unit.

• Oversee business health metrics including sales, enrollment, retention, customer care, collections, revenue integrity, workforce performance, and customer experience.

• Convert business inquiries into analytical strategies and provide actionable recommendations.

• Assist the GM and leadership team with regular business reviews, executive presentations, strategic planning, and decision-making support.

• Recognize emerging trends, risks, opportunities, and performance deficiencies.

• Perform root-cause analysis, formulate hypotheses, validate assumptions, and clarify performance changes through data analysis.

• Identify business challenges, document requirements, map current and future processes, and establish success metrics.

• Collaborate with leaders to assess options and make data-driven decisions.

• Evaluate enrollment, customer acquisition, channel effectiveness, sales performance, customer value, retention, and acquisition economics.

• Assess customer care performance, contact drivers, workforce management, staffing, productivity, and service levels.

• Determine factors influencing call volume, repeat contacts, customer friction, and operational variations.

• Work together with Customer Care leadership to quantify opportunities, prioritize actions, and evaluate results.

• Analyze delinquency, collections, payment behaviors, and customer financial risks.

• Generate insights for revenue recovery and mitigate business risks.

• Collaborate with Revenue Integrity and Finance on collection performance and bad debt results.

• Create and enhance executive dashboards, scorecards, and performance reviews.

• Set and uphold KPIs, leading indicators, metric definitions, and reporting standards.

• Deliver accurate, timely, and actionable insights to leadership.

• Enhance reporting automation and effectiveness of data visualization.

• Progress towards a leadership role and develop analytical and business-partnering skills.

⛳️ Requirements

• Bachelor's degree in Business, Finance, Economics, Analytics, Operations, or a related discipline.

• At least 7 years of progressive experience in business performance, business analysis, strategy, operations analytics, project delivery, finance, or similar roles.

• Proven experience collaborating with operations, commercial, finance, and executive leadership teams.

• Demonstrated ability to translate data and analysis into recommendations that influence strategic and operational decisions.

• Experience leading cross-functional efforts from problem identification to implementation and outcome assessment.

• Strong skills in business analysis, quantitative analysis, and structured problem-solving.

• Capability to distill complex data into clear executive narratives, recommendations, and decision options.

• Proven experience in leading cross-functional projects or initiatives involving multiple stakeholders, dependencies, and competing priorities.

• Proficient in requirements definition, process mapping, root-cause analysis, KPI design, and benefits measurement.

• Strong commercial and operational insight across sales, customer care, workforce management, retention, collections, and customer experience.

• Ability to collaborate across Operations, Sales, Marketing, Finance, Revenue Integrity, and product or pricing teams.

• Executive presence, facilitation skills, and exceptional written and verbal communication abilities.

• Proactive attitude, intellectual curiosity, sound judgment, attention to detail, and a strong bias for action.

• Experience in improving reporting automation, dashboard usability, metric governance, and analytical processes.

• Skills in people leadership and coaching.

• Applicants must have authorization to work in the US on a full-time basis.

• Current or future sponsorship is not available.

🏝️ Benefits

• Annual incentive plan based on company performance.

• Medical coverage with complimentary telehealth services.

• Dental coverage.

• Vision coverage.

• Employer contributions to health savings accounts.

• Access to Headspace support.

• Complimentary mental healthcare visits for employees and their dependents.

• Maven family planning assistance.

• Paid family and caregiver leave.

• Services for fertility, adoption, and surrogacy.

• 401(k) plan with company matching.

• Financial wellbeing resources.

• Paid time off.

• Tuition reimbursement.

• Paid leaves.

• Employee hardship fund.

• Additional perks.