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Manager, Operations Insights & Analytics

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Location:
United States , San Francisco

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Category:
IT - Software Development

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Contract Type:
Employment contract

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Salary:

177000.00 - 208000.00 USD / Year
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Job Description:

The Insights and Analytics Manager will build and lead data driven initiatives that enhance operational performance across support operations and beyond. This role combines analytical expertise, leadership, and business acumen to deliver actionable insights, uncover opportunities for improvement, and influence strategic decision-making. The ideal candidate will bring curiosity, a collaborative mindset, and passion for translating data into tangible results. This role requires strong strategic thinking and stakeholder management skills to drive cohesive, end-to-end solutions across the organization. The ideal candidate will excel at translating complex technical concepts into business value for diverse audiences.

Job Responsibility:

  • Analyze operational, support, and customer data to identify trends, gaps, and opportunities
  • Design and deliver dashboards and reports that provide clear visibility into operational performance and business metrics
  • Maintain and iterate on forecasting models to improve resource planning and workload efficiency across teams
  • Partner with cross-functional teams to provide data-driven recommendations and insights that improve workflows, tools, and overall efficiency
  • Work closely with Support Quality and Product Quality Operations programs to deliver insights that impact customer satisfaction and agent performance
  • Build and maintain relationships with Go-to-Market teams to derive and communicate customer insights that drive business decisions
  • Own and improve existing metric frameworks while creating scalable self-service reporting processes
  • Lead initiatives to consolidate data sources, ensuring clear accurate, and unified data that informs decision making
  • Lead a team to drive excellence in analytics and reporting. Act a as mentor, fostering data literacy across the organization
  • Develop and implement data governance frameworks and validation processes to ensure data quality and integrity across operations
  • Create and execute strategic roadmaps for analytics initiatives, ensuring alignment with business objectives and stakeholder needs
  • Design and implement self-service reporting models that empower stakeholders to access and understand key metrics independently
  • Lead cross-functional data quality initiatives and establish metrics standards across the organization

Requirements:

  • 5+ years of experience in analytics, operations insights, or related roles within SaaS, support, or customer experience environment
  • Proficiency in analytics tools like Lookr and strong SQL skills
  • Experience working with large data sets and data warehousing tools like Snowflake
  • Proven ability to build models, conduct root cause analyses, and forecast operational metrics
  • Strong understanding of customer experience metrics (ex: CSAT, NPS) and operational KPIs
  • Excellent communication skills with a track record of influencing senior leaders using data-driven story telling
  • Skilled in communicating with technical and non-technical stakeholders to communicate complex analysis in clear, actionable ways
  • Experience with support platforms such as Salesforce Service Cloud and Zendesk
  • Familiarity with scripting languages such as Python or R
  • Demonstrated ability to understand and work with data ingestion processes and modern data tech stacks
  • Track record of building self-service reporting solutions and driving adoption across the organization
What we offer:
  • A fast-paced and collaborative environment
  • Learning and development allowance
  • Competitive cash and equity compensation and opportunity for advancement
  • 100% medical, dental, and vision coverage
  • Up to $25K reimbursement for fertility, adoption, and parental planning services
  • Flexible PTO policy
  • Monthly wellness stipend, home office stipend

Additional Information:

Job Posted:
April 24, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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