Business Performance & Insights Manager

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

📋 Description

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

• Oversee business health across various areas 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 General Manager and leadership team through regular business evaluations, executive presentations, strategic planning, and support for decision-making.

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

• Perform root-cause analyses, formulate hypotheses, test assumptions, and elucidate performance fluctuations using data.

• Define business challenges, document requirements, outline current and future processes, and clarify success metrics.

• Aid leaders in identifying pertinent questions, assessing alternatives, and making decisions based on data.

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

• Assess channel efficiency, acquisition costs, retention results, and retention strategies.

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

• Identify factors affecting call volume, repeat contacts, customer dissatisfaction, and operational variability.

• Quantify opportunities for improvement, prioritize actions, and measure outcomes alongside Customer Care leadership.

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

• Generate insights for revenue recovery and mitigate business risk.

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

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

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

• Ensure timely, accurate, and actionable information for leadership.

• Enhance reporting automation and the effectiveness of data visualization.

• Progress towards a leadership role focused on developing analytical and business partnering capabilities.

⛳️ Requirements

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

• At least 7 years of progressively responsible 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 analyses into recommendations that impact strategic and operational decisions.

• Experience leading cross-functional initiatives from problem identification through execution and outcome assessment.

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

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

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

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

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

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

• Possess executive presence, facilitation skills, and strong written and verbal communication abilities.

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

• Proven capability in people leadership and coaching.

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

• Current or future sponsorship is not supported or available.

• Preference for candidates with experience in managing or developing analysts.

🏝️ Benefits

• Annual incentive plan contingent on company performance.

• Medical insurance with complimentary telehealth services.

• Dental insurance.

• Vision insurance.

• Employer contributions to health savings accounts.

• Access to Headspace for mental wellbeing support.

• Free mental healthcare consultations for employees and their dependents.

• Maven family planning assistance.

• Paid family and caregiver leave.

• Services for fertility, adoption, and surrogacy.

• 401(k) plan with employer matching.

• Tools for financial wellbeing.

• Paid time off.

• Tuition reimbursement.

• Paid leaves.

• Employee hardship fund.

• Additional employee benefits.