Analytics Program Manager

Job Overview:

We are seeking an experienced Analytics Program Manager to join our Scaled Operations and Support Team. In this role, you will be responsible for leading and managing analytics initiatives to optimize support operations, improve customer experience, and drive data-driven decision-making. The ideal candidate will have strong analytical skills, a deep understanding of customer support operations, and experience in managing analytics programs that deliver actionable insights to key stakeholders.

Key Responsibilities:

• Data Analysis and Reporting: Analyze large sets of support data to identify trends, performance gaps, and areas for improvement. Provide regular reporting on key metrics such as ticket volume, resolution times, customer satisfaction (CSAT), and SLA adherence.
• Dashboard Development and Maintenance: Design and maintain interactive dashboards (using tools like Looker) that provide stakeholders with real-time visibility into support performance and trends.
• Program Management: Lead and manage analytics programs focused on improving support department performance, customer satisfaction, and operational efficiency.
• Cross-Functional Collaboration: Collaborate with Support, Product, Engineering, and operations teams to identify areas where data can drive improved processes and customer outcomes. Ensure stakeholders are aligned on program goals and outcomes.
• Process Improvement: Use data insights to recommend and implement process improvements that enhance operational efficiency, reduce ticket backlogs, and improve response times.
• Data-Driven Decision Making: Empower support leadership and front-line managers with actionable insights to make informed decisions and adjustments to improve team performance.
• Customer Experience Optimization: Leverage analytics to improve customer experience by identifying pain points in the support journey, recommending process changes, and monitoring the effectiveness of these changes over time.
• Project Leadership: Lead analytics-focused projects, including data clean-up, process automation, tool implementation, and workflow optimization initiatives. Track project milestones, risks, and performance outcomes.
• Stakeholder Communication: Present findings and insights to leadership and cross-functional teams through regular reports and presentations, ensuring that complex data is translated into clear, actionable strategies.

Qualifications:

• Experience: 5+ years of experience in data analytics, business intelligence, or program management, preferably in a customer support or operations environment.
• Education: Bachelor’s degree in Data Science, Business Analytics, Operations, Statistics, or a related field. Advanced degrees or certifications in analytics or project management are a plus.
• Technical Skills:
• Proficiency with data visualization tools (e.g., Tableau, Power BI, Looker) and data analysis tools (e.g., SQL, Excel, Python).
• Familiarity with support platforms like Zendesk, Salesforce Service Cloud, or similar.
• Experience with CRM systems and operational analytics.
• Analytical Skills: Strong ability to analyze large datasets, identify patterns, and deliver actionable insights. Experience in developing metrics and KPIs for tracking performance.
• Communication: Exceptional written and verbal communication skills. Ability to present complex data and insights clearly and effectively to both technical and non-technical audiences.
• Problem-Solving: Proactive and innovative approach to problem-solving, with a strong focus on data-driven solutions and continuous improvement.
• Collaboration: Strong interpersonal skills with the ability to build relationships and work collaboratively with cross-functional teams.

Preferred Qualifications:

• Experience in a fast-paced, high-growth SaaS or technology company.
• Advanced knowledge of customer support operations, including ticketing systems, SLAs, and customer satisfaction metrics.
• Experience with automation and process optimization tools.
• Experience with project management and managing multiple programs and projects concurrently.
• Familiarity with predictive analytics and machine learning models to forecast support trends.