Senior Manager, Analytics & Insights

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

📋 Description

• Oversee operational analytics, insights, and reporting within Business Operations.

• Take ownership of monthly and recurring business performance reporting, which includes KPIs, trends, insights, risks, and opportunities.

• Create and refine KPIs, dashboards, and reports to evaluate performance and ensure accountability against business objectives.

• Convert data into actionable insights and strategic recommendations.

• Detect trends, root causes, performance gaps, and opportunities for enhancing customer experience, productivity, service, and cost efficiency.

• Perform in-depth analyses to comprehend performance outcomes and suggest subsequent actions.

• Collaborate with Operations leaders to grasp business processes and priorities.

• Integrate and analyze data from various systems and sources.

• Identify inconsistencies and gaps in data and reporting, enhancing data quality, definitions, and reliability.

• Enhance reporting efficiency and scalability through automation, standardization, and improved analytics tools and processes.

• Assist in performance management routines and progress assessments.

• Collaborate across Operations, Technology, Product, Finance, and other departments.

• Build and cultivate a high-performing analytics team.

⛳️ Requirements

• A minimum of 6 years of progressive experience in analytics, operations, business intelligence, reporting, or related fields, including leadership roles.

• Extensive experience in operational analytics and performance reporting.

• Proven experience in developing and managing KPIs, dashboards, scorecards, and regular business performance reports.

• Familiarity with BI/reporting platforms, case management tools, CRM systems, and additional operational data sources.

• Capability to extract, validate, reconcile, and accurately connect data across various systems.

• Strong analytical and problem-solving abilities, including the identification of trends, anomalies, root causes, and relationships within data.

• A proactive and inquisitive mindset with a readiness to learn business processes, pose questions, challenge assumptions, and independently seek data and context.

• Proficient in narrating the story behind data and advising on necessary actions.

• Keen attention to detail and a commitment to data accuracy and integrity.

• Strong business acumen linking operational metrics to customer experience, productivity, service, revenue, and costs.

• Experience in process improvement and reporting automation.

• Ability to convey complex information clearly, concisely, and in a manner suitable for executives.

• Proven track record of building and developing high-performing analytics teams and collaborating effectively across functions.

• Bachelor’s degree or equivalent work experience in Business, Analytics, Finance, Operations, or a related field; an advanced degree is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.