Business Performance & Insights Manager

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

📋 Description

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

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

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

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

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

• Perform root-cause analysis, create hypotheses, validate assumptions, and interpret performance shifts using data.

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

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

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

• Assess channel performance, acquisition costs, retention results, and retention initiatives.

• Review customer care performance, contact reasons, workforce management, staffing, productivity, and service levels.

• Identify factors influencing call volume, repeat contacts, customer dissatisfaction, and operational discrepancies.

• Quantify opportunities for improvement, prioritize actions, and assess results in collaboration with Customer Care leadership.

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

• Generate insights to enhance revenue recovery and mitigate business risks.

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

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

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

• Deliver precise, timely, and actionable information for leadership decision-making.

• Enhance reporting automation and data visualization effectiveness.

• Progress towards a people leadership role by building 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 similar roles.

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

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

• Proven experience leading cross-functional initiatives from problem identification through to implementation and measurement of outcomes.

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

• Capability to distill complex data into concise 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 development, and benefits measurement.

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

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

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

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

• Demonstrated people leadership and coaching capability.

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

• Current or future sponsorship is not available.

• Experience in managing or developing analysts is preferred.

🏝️ Benefits

• Comprehensive medical coverage with complimentary telehealth services.

• Dental insurance.

• Vision insurance.

• Employer contributions to health savings accounts.

• Access to Headspace for mental wellbeing support.

• Complimentary mental healthcare visits for employees and their dependents.

• Maven support for family planning.

• 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.

• Annual incentive plan based on company performance.