Business Performance & Insights Manager

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

📋 Description

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

• Deliver data-driven insights that guide leadership decisions.

• Track business health across 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 by facilitating business reviews, executive presentations, strategic planning, and decision support.

• Spot emerging trends, risks, opportunities, and performance discrepancies.

• Perform root-cause analysis, formulate hypotheses, test assumptions, and clarify performance shifts using data.

• Define business challenges, document requirements, illustrate current and future-state processes, and specify success metrics.

• Aid leaders in pinpointing the right questions, assessing alternatives, and making informed data-driven decisions.

• Evaluate enrollment patterns, customer acquisition, channel efficiency, sales performance, and customer value.

• Analyze channel performance, acquisition economics, and retention results alongside Sales, Marketing, Finance, and Residential Sales Optimization.

• Review retention initiatives and identify tactics that yield measurable outcomes.

• Examine customer care performance, contact drivers, workforce management, staffing, productivity, service levels, call volume, repeat contacts, customer friction, and operational variability.

• Collaborate with Customer Care leadership to quantify opportunities, set priorities, and assess results.

• Analyze delinquency, collections, payment behaviors, and customer financial risk indicators.

• Generate insights aimed at enhancing revenue recovery and minimizing business risks.

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

• Create and refine executive dashboards, scorecards, and performance evaluations.

• Establish and sustain KPIs, leading indicators, metric definitions, and reporting standards.

• Guarantee that leadership receives precise, timely, and actionable information.

• Enhance reporting automation and the effectiveness of data visualization.

• Progress towards a people leadership role and cultivate analytical and business-partnering capabilities.

⛳️ 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 related fields.

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

• Proven ability to translate data and analysis into recommendations that impact strategic and operational decisions.

• Demonstrated experience in leading cross-functional initiatives from problem identification through implementation and outcome evaluation.

• Management or development experience with analysts is preferred.

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

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

• Experience managing cross-functional projects or initiatives with numerous stakeholders, dependencies, and competing priorities.

• Skilled in requirements gathering, 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 work collaboratively across Operations, Sales, Marketing, Finance, Revenue Integrity, and product or pricing teams while maintaining clear accountability boundaries.

• Strong executive presence, facilitation skills, and proficient written and verbal communication abilities.

• Proactive mindset, intellectual curiosity, sound judgment, attention to detail, and a bias towards action.

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

• Leadership and coaching capabilities, with the ability to develop analytical and business-partnering skills.

• Candidates must be authorized to work in the US on a full-time basis.

• Current or future sponsorship is not provided or available.

🏝️ Benefits

• Comprehensive medical coverage, including free telehealth services.

• Dental coverage.

• Vision coverage.

• Employer contributions to health savings accounts.

• Access to Headspace for mental wellbeing support.

• Free 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 leave options.

• Employee hardship fund.

• Additional perks.

• Annual incentive plan based on company performance.