Sr Manager Business Intelligence and Reporting (Remote from Virginia)

Bachelor’s degree required; advanced degree preferred. 8+ years of experience in business intelligence, analytics, or operations strategy. 2+ years of people management experience. Strong knowledge of contact center KPIs, Voice of Customer programs, and customer experience analytics. Proven ability to simplify complex data into actionable insights. Advanced proficiency in Excel, SQL, and presentation tools. Experience in BI platforms such as Looker, Tableau, or similar. Strong project management skills.

Lead and manage a small team of analysts. Develop and maintain reporting frameworks for operational performance and KPIs. Deliver executive-ready analyses and recommendations. Partner cross-functionally with leadership. Ensure accuracy, usability, and accessibility of reporting. Monitor trends in customer experience metrics and operational KPIs.