Senior Manager - WFM Advanced Analytics

The Senior Manager of WFM Advanced Analytics serves as the data science lead for the Retail Customer Care WFM Analytics Team which encompasses inbound, outbound, and digital customer interactions. The primary responsibilities include the development, implementation, & analysis of labor staffing, workload inputs, ETL automation, application development & root cause analysis. The position is accountable for cross-platform analytics which includes data governance, database design oversight, linear and nonlinear Machine Learning model development, statistical analysis, and big data analytics. Big data analytics will entail structured, semi-structured, and unstructured data sets from Large Language Models and Neural Networks which will require advanced technical skill sets. They will drive a culture of continuous learning, high emotional intelligence, output ownership, inspection, and root cause analysis, with a focus on removing variation from the system and removing defects from processes. The Senior Manager will work in a fast-paced, dynamic, and change readiness environment, with the flexibility to immediately adapt to shifting priorities and demands. Approximately 10% travel.