Sr Manager, Business Insights
E
EngineBusiness Travel, Fintech
United StatesFull-TimeSenior
Salary139700 - 200000 USD per year
Job Details
- Languages
- English
- Experience
- 10+ years
- Required Skills
- LeadershipProject ManagementSQLBusiness IntelligenceData AnalysisPeople ManagementCross-functional Team LeadershipTableauStrategyMentoringData visualizationCoachingReporting
Requirements
- 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
Responsibilities
- 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
