Senior Manager, Customer Experience Reporting and Analytics

For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Led by the original co-founder, partnered with private equity, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 29% of our employees to advance their careers in the past 12 months.

We are a remote-first organization and over 38% of our employees reside outside the United States. Headquartered in Boston, we also have offices in London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

About the Role

As the Sr Manager, Customer Experience Reporting and Analytics, you will fill a pivotal role in the Customer Success & Support Operations Organization within Bullhorn. You will be responsible for ensuring the success of the Customer Experience Reporting and Tooling teams by setting clear goals and expectations, holding the team accountable and coaching and developing talent to provide best in class service. Additionally, you will provide data-driven analysis to our leadership team, offering expert consultation on business decisions, driving efficiency and scalability across the organization. You will own the forecasting, capacity & staff planning activities for Bullhorn Support and act as a liaison between Customer Success & Support Operations and other divisional operations teams, analyzing and communicating the impacts to the demand and capacity models as an effect of program, product and process related changes

You should be business and customer focused, able to work with minimal instruction and oversight, and able to deliver high quality outputs in a dynamic work environment with ongoing and overlapping tasks with time constraints.

Why this job is important

The Sr Manager, Customer Experience Reporting and Analytics plays a pivotal role in ensuring we meet the needs of Bullhorn Leadership, providing robust and actionable data to improve the Customer Experience, and balance the needs of our customers whilst remaining a budget conscious and efficient organization, regularly reviewing current and forecasted volumes, performance and outcomes across Customer Success and Support.

As the Sr Manager, Customer Experience Reporting and Analytics, a typical day might include:

• Conduct 1:1s with your team to develop talent in line with team/organization goals

• Provide in the moment feedback and coaching to improve performance

• Meet with Business Leaders and stakeholders to understand reporting needs in the business

• Build and maintain reporting suite and dashboards to empower real time access to actionable data for Customer Success and Support

• Develop and maintain forecast models for multiple complex product lines using available data to help leadership make informed decisions

• Identify methods for collecting data, performing data analysis, and articulating findings

• Measure the impact of changes in the operation by using data including operational metrics, analyzing the data, and presenting recommendations both in verbal and written formats

• Support weekly, monthly, and quarterly business reviews covering operational metrics, including performance against stated objectives

• Some business travel may be required

This job might be for you if

• You have demonstrated the ability to lead a team

• You are an effective written and verbal communicator

• You can manage to behaviors and motivate employees to perform to their fullest potential

• Strong Excel, google sheets and SQL skills

• 5+ years demonstrated experience in workforce management building and maintaining forecast models

• Extremely organized and analytical working methods

• Proven skills for business problem identification, pattern recognition, data collection and preparation, and problem solving

• Growth mindset and flexibility when faced with complex challenges

• Understand business operations and have a passion for using data to drive better decision making

• Ability to clearly and precisely present strategic issues and solutions to senior leadership

• Experience working with data in a blended (front & back-office) contact center environment

• Passionate about continuous improvement in business operations

Bonus points for:

• Experience with financial modeling

• Experience with project management

• Experience designing processes to improve efficiencies and data validity/cleanliness

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.