Senior Manager, Customer Service Analytics & Insights

Overview We are seeking an experienced analytics professional to join our Customer Service Analytics team. This role will play a key part in measuring the performance of customer service agents, analyzing the cost of service operations, and identifying opportunities to improve efficiency. The ideal candidate will have strong technical skills in SQL, ETL, and data visualization, along with the ability to turn complex data into actionable insights for leadership. This is a hybrid position, requiring approximately two days per week onsite. Candidates MUST have Adobe Analytics experience. Key Responsibilities • Lead data analysis initiatives to evaluate customer service performance, operational costs, and customer experience metrics. • Build, maintain, and optimize dashboards (ideally in Tableau or QuickSight) to visualize key performance indicators and operational insights. • Design, develop, and manage ETL processes and data pipelines to support analytics and reporting needs. • Partner with leadership to review business performance and provide actionable insights that drive strategic decisions. • Serve as a subject matter expert in customer service analytics, identifying trends and improvement opportunities through data-driven storytelling. • Support project lifecycles from ideation to impact assessment, including defining metrics, measuring outcomes, and reporting on results. • Participate in A/B testing setup, analysis, and optimization reporting. Basic Qualifications • Bachelor’s degree in Engineering, Business Analytics, Information Systems, Statistics, or a related quantitative field. • 5+ years of relevant experience in analytics, including at least 1 year in digital or customer service analytics. • Advanced proficiency in SQL and experience with ETL and data pipeline development. • Expertise with Tableau or AWS QuickSight for dashboarding and visualization. • Strong understanding of data structures, schemas, warehousing, and data quality best practices. • Hands-on experience with Adobe Analytics. • Familiarity with A/B testing tools and methodologies. • Strong problem-solving abilities with the capacity to manage multiple priorities. • Proven ability to distill complex data into actionable insights and communicate effectively with senior leadership.