Senior Manager, Business Intelligence

Job Summary

A company is looking for a Sr. Manager, Business Intelligence and Reporting.

Key Responsibilities

• Own reporting and analysis of support contact trends and elevate actionable insights
• Partner with leadership to shape Client Ops initiatives using KPIs and trend analysis
• Deliver executive-ready analysis and narratives that influence customer experience and operational efficiency

Required Qualifications

• BA/BS degree required; advanced degree a plus
• 8+ years of experience in business intelligence, analytics, or operations strategy
• 2+ years of people leadership experience managing analysts or BI team members
• Strong knowledge of contact center KPIs and customer experience analytics
• Advanced proficiency in Excel, SQL, and BI tools such as Looker or Tableau