Channel Insights Manager

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

📋 Description

• Take ownership of comprehensive channel performance insights by monitoring and analyzing SLAs, operational KPIs, and partner scorecards to ensure consistent adherence to expectations.

• Convert data into actionable insights that guide business decisions, including the identification of trends, root causes, and opportunities for enhancing cost efficiency, service levels, and customer outcomes.

• Create and refine performance measurement frameworks that align with organizational objectives and promote accountability among both internal and external stakeholders.

• Identify and diagnose complex operational issues affecting partner performance, brand health, or customer experience, and spearhead cross-functional initiatives to address root causes.

• Develop and execute scalable solutions and process enhancements that improve efficiency, minimize variability, and fortify channel execution.

• Actively identify risks through sentiment monitoring and performance analysis, and devise mitigation strategies to uphold brand standards.

• Act as the primary insights partner and liaison between external channel partners and internal teams (e.g., Field Operations, Marketing, Supply Chain), ensuring goal alignment, performance expectations, and improvement plans.

• Influence partner behaviors and internal priorities through data-driven recommendations and structured action planning.

• Foster alignment across teams by distilling insights into clear, persuasive narratives for leadership and stakeholders.

• Lead the formulation of performance action plans in response to partner feedback, SLA discrepancies, or emerging risks, ensuring clear ownership, timelines, and measurable outcomes.

• Monitor execution progress and hold stakeholders accountable to their commitments, adjusting strategies as necessary to achieve results.

• Contribute to departmental planning by identifying resource needs, prioritizing tasks, and aligning initiatives with strategic objectives.

• Establish best practices for generating insights, reporting, and stakeholder communication across the function.

• Mentor and coach team members or peers in analytical thinking, insight development, and effective engagement with stakeholders.

⛳️ Requirements

• Bachelor’s degree with over 5 years of experience in operations, analytics, or partner/channel management.

• Proven ability to take charge of business performance, identify root causes, and deliver measurable improvements.

• Strong grasp of operational workflows (e.g., claims/service lifecycle) and the impacts on partner-driven customer experiences.

• Advanced analytical and problem-solving capabilities, with experience in translating data into actionable insights.

• Proficiency in SQL, Tableau, Power BI, GitHub, or similar tools for analyzing and communicating performance trends.

• Documented ability to lead cross-functional initiatives and influence stakeholders without direct authority.

• Excellent communication and relationship management skills, with experience collaborating across internal teams and external partners.

• Capable of navigating ambiguity, effectively prioritizing tasks, and making decisions that affect team or functional outcomes.

• In-depth understanding of customer experience principles and brand standards.

🏝️ Benefits

• Medical, dental, and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA).

• Up to 4% company match into 401(k) and contributions into your company-sponsored pension.

• $75/month budget to help prioritize your physical wellbeing.

• $80/month stipend to subsidize connectivity costs.

• Mental health resources including free 1:1 therapy, coaching sessions, and digital resources.

• Supportive leave policies.

• Flexible Time Off Policy in addition to 9 Company Holidays.

• Tuition reimbursement up to $5,250 per year to support your personal educational advancement goals.

• Hybrid work arrangements with regular investments in gatherings/offsites for team bonding.

• Various corporate perks and discounts.