Publisher and Contact Center Analytics Senior Manager

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

📋 Description

• Establish and take ownership of the analytical and reporting strategy for both the Publisher and Contact Center teams.

• Spearhead a range of transformation and process enhancement initiatives across the Publisher and Contact Center units.

• Coordinate with multiple senior stakeholders to ensure alignment.

• Convert data into actionable recommendations that enhance efficiency, decision-making, and overall performance.

• Manage the improvement cycle (observe/hypothesis/develop/test/results) for the Publisher and Contact Center divisions.

• Act as a trusted advisor to senior and executive leadership, guiding the shaping, development, and prioritization of optimizations.

• Collaborate with Publisher and Contact Center teams to create analyses that support partner discussions and generate partner-facing insights.

• Define and drive the development changes necessary to capture and organize data required for future innovations and enhancements.

• Build, lead, and nurture a team of analysts, establishing priorities and standards for analytical rigor and delivery.

• Report directly to the VP of Revenue AI and Analytics, with a dotted-line reporting relationship to the SVP of Publisher.

⛳️ Requirements

• A background in management consulting (strategy or operations practice) is strongly preferred, or equivalent experience in corporate strategy, internal consulting, or a related strategy and analytics role.

• Proven history of leading complex, cross-functional programs from problem definition to implementation.

• Capability to comprehend and apply data and analysis results appropriately.

• Extensive experience in generating insights utilizing Business Intelligence software.

• Demonstrated ability to build, manage, and develop high-performing analytics teams.

• Proficiency in leading multiple concurrent initiatives while managing priorities and deadlines.

• Exceptional creative and strategic thinking skills with the ability to identify and resolve issues.

• Excellent interpersonal and communication abilities; experienced in presenting to and influencing C-suite executives.

• Familiarity with contact center operations and metrics, Lead Generation Software, Salesforce, and/or Domo/BI Platforms is a plus.

• A Bachelor’s degree in Business, Business Intelligence, or another quantitative-heavy discipline is required; an MBA is strongly preferred.

• Over 8 years of experience in business intelligence, analytics, or management consulting, including more than 3 years in management consulting or a similar strategy role and 3+ years in a managerial position.

🏝️ Benefits

• 3 Weeks Paid Time Off

• 12 Weeks of Paid Parental Leave

• Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)

• 401(k) Retirement Savings Plan

• Wellness Initiatives/Employee Assistance Program

• Rewards and Recognition Programs

• Career Development Opportunities

• 20% annual bonus