Business Performance & Insights Manager

Job Summary: 

The Business Performance & Insights Manager serves as the analytical engine of the Residential Business Unit, transforming data into actionable insights that improve growth, retention, customer experience, operational efficiency, and profitability. The role proactively identifies opportunities and risks, partners with leaders to solve complex business problems, and provides executive-level visibility into overall business performance.

This role is expected to evolve into a people leadership opportunity rather than an individual contributor position. Success depends on combining business analysis, structured problem solving, project leadership, stakeholder influence, and clear executive communication to improve decisions and measurable outcomes. The right candidate will possess the opportunity to step into a leadership role.

Primary Responsibilities:

Business Performance & Decision Support

• Serve as the primary business performance and analytics partner for the Residential Business Unit, providing fact-based insights that inform leadership decisions.
• Monitor business health across sales, enrollment, retention, customer care, collections, revenue integrity, workforce performance, and customer experience.
• Translate business questions into analytical approaches, synthesize findings, and deliver practical recommendations with clear implications and next steps.
• Support the GM and leadership team through recurring business reviews, executive presentations, strategic planning, and decision support.

Insight Generation & Business Analysis

• Proactively identify emerging trends, risks, opportunities, and performance gaps before they become material business issues.
• Conduct root-cause analysis, develop hypotheses, test assumptions, and use data to explain why performance is changing.
• Define business problems, document requirements, map current and future-state processes, and clarify success measures for improvement initiatives.
• Serve as a thought partner who helps leaders identify the right questions, evaluate alternatives, and make data-informed decisions.

Growth, Sales & Customer Analytics

• Analyze enrollment trends, customer acquisition performance, channel effectiveness, sales performance, and customer value.
• Partner with Sales, Marketing, Finance, and Residential Sales Optimization to evaluate channel performance, acquisition economics, and retention outcomes.
• Assess retention initiatives and identify which tactics produce measurable business results.
• Support customer and behavioral analysis while maintaining clear ownership boundaries with Marketing Insights & Visualization.

Operations, Workforce & Customer Experience Analytics

• Analyze customer care performance and contact drivers to identify opportunities to improve customer experience and operational efficiency.
• Evaluate workforce management, staffing, productivity, and service-level performance to support resource optimization and service outcomes.
• Identify drivers of call volume, repeat contacts, customer friction, and operational variation.
• Partner with Customer Care leadership to quantify improvement opportunities, prioritize actions, and measure results.

Revenue Integrity & Risk Insights

• Analyze delinquency, collections, payment behavior, and indicators of customer financial risk.
• Develop insights that improve revenue recovery strategies and reduce business risk.
• Partner with Revenue Integrity and Finance to identify drivers of collection performance and bad debt outcomes.

Executive Reporting & Performance Management

• Develop and continuously improve executive dashboards, scorecards, and performance reviews that provide visibility into key business outcomes.
• Establish and maintain meaningful KPIs, leading indicators, metric definitions, and reporting standards across the business.
• Ensure leadership receives accurate, timely, and actionable information for decision-making.
• Increase reporting automation and data visualization effectiveness so more capacity is focused on insight, recommendations, and action.

Required Skills:

• Strong business analysis, quantitative analysis, and structured problem-solving skills.
• Ability to synthesize complex data into clear executive narratives, recommendations, and decision options.
• Experience leading cross-functional projects or initiatives with multiple stakeholders, dependencies, and competing priorities.
• Proficiency in requirements definition, process mapping, root-cause analysis, KPI design, and benefits measurement.
• Strong commercial and operational acumen across sales, customer care, workforce management, retention, collections, and customer experience.
• Ability to collaborate across Operations, Sales, Marketing, Finance, Revenue Integrity, and product or pricing teams while maintaining clear accountability boundaries.
• Executive presence, facilitation capability, and strong written and verbal communication skills.
• Proactive mindset, intellectual curiosity, sound judgment, attention to detail, and a bias toward action.
• Experience improving reporting automation, dashboard usability, metric governance, and analytical processes.
• People leadership and coaching ability, with the ability to develop analytical and business-partnering capability.

Minimum Education and Experience:

• Bachelor's degree in Business, Finance, Economics, Analytics, Operations, or a related field.
• Minimum of 7 years of progressive experience in business performance, business analysis, strategy, operations analytics, project delivery, finance, or related roles.
• Experience partnering with operations, commercial, finance, and executive leadership teams.
• Demonstrated experience translating data and analysis into recommendations that influence strategic and operational decisions.
• Demonstrated experience leading cross-functional work from problem definition through implementation and outcome measurement.
• Experience managing or developing analysts is preferred.

Work Authorization: Applicants must be authorized to work in the US on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position.

Salary Range:

*This range reflects base pay only. Incentive earnings, like commissions or bonuses, are not included.

Our employees are our most valuable asset. That’s why at IGS, we are committed to offering a holistic benefit program that allows employees to stay healthy, feel secure, and maintain flexibility in their wellbeing journey.

• Healthcare Essentials: Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.

• Mental Wellbeing: Robust support through Headspace and free mental healthcare visits for you and your dependents.

• Family Planning Support: Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.

• Financial Readiness: Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.

• Work-Life Balance: Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.

It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, and veteran status or other legally protected class under applicable law is prohibited. If you require a reasonable accommodation to complete any part of the application or interview process, please contact [email protected].