Sr Manager, Business Insights

BA/BS degree required; advanced degree a plus 10+ years of experience in business intelligence, analytics, operations strategy, or management consulting Deep expertise in contact center analytics, Lean Six Sigma, and customer experience measurement Proven ability to influence senior stakeholders through data-backed insights and clear ROI narratives Advanced proficiency in Excel, SQL, and presentation tools Strong experience with BI platforms (Looker, Tableau, or similar) Strong strategic prioritization and project management skills Exceptional analytical rigor, attention to detail, and executive-level storytelling capability Ability to operate effectively as a senior individual contributor

Own end-to-end analysis of customer contact and interaction trends Surface systemic customer pain points and translate into quantified insights Lead evolution of Business Insights and Contact Driver analytics Partner to shape strategic initiatives using KPI-driven analysis Identify and quantify opportunities to reduce cost to serve and improve quality Perform root-cause analysis on performance shifts Forecast contact volume, automation impact, and demand shifts Define and measure automation success metrics Partner to evaluate automation pilots and drive iteration Serve as a strategic thought partner to leaders Ensure customer friction and operational complexity are quantified and prioritized Deliver executive-ready analysis, narratives, and recommendations Own strategic analytics frameworks for decision-making Translate complex datasets into clear stories