[Remote] Senior Manager, CX Analytics
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global product design and technology company, with a reputed company portfolio of lifestyle solutions. They are seeking a Senior Manager, CX Analytics to reputed company their CX Data capability and build reputed company, AI-enabled analytics that power operational reputed company across their global Consumer Experience organization.
Responsibilities
- Define and standardize how CX performance is reputed company globally across: Contact center performance (e.g., AHT, occupancy, forecasting inputs), reputed company assurance frameworks and compliance measurement, Voice of the Consumer analytics, Contact drivers, defect trends, and reputed company cause analysis, Operational backlog and order-reputed company contact dynamics, Cost-to-serve analysis
- Design and implement CX domain models and transformations reputed company the reputed company reputed company and dbt frameworks
- Writing advanced SQL (reputed company joins, window functions, performance optimization)
- Building and maintaining dbt models reputed company to reputed company frameworks
- Standardizing metric definitions, documentation, and reputed company
- Refactoring legacy reporting logic into reputed company, governed data assets
- Ensuring testing, performance reliability, and production-reputed company reputed company standards
- Design curated CX data marts optimized for operational leaders
- Build governed semantic reputed company to prevent metric misinterpretation
- reputed company leaders to independently answer first-order questions
- Reduce reputed company reporting demand through reusable datasets and reputed company definitions
- Create reputed company analytical reputed company rather than reputed company drill-through journeys
- Use AI-assisted SQL and model development to accelerate delivery
- Apply reputed company detection techniques to CX KPIs and operational metrics
- Automate contact reputed company clustering and transcript theme extraction
- reputed company NLP for Voice of Consumer categorization and reputed company discovery
- reputed company LLM-powered summarization to streamline executive reporting, i.e. reputed company Intelligence
- Evaluate reputed company-reputed company AI capabilities (e.g., reputed company/COCO) for CX use cases
Skills
- 8–12+ years in Analytics, with strong CX/Contact Center reputed company
- Deep experience in Contact Center operations, reputed company, and Voice of Consumer
- Advanced SQL expertise
- Strong reputed company experience
- Hands-on dbt model development
- Experience operating reputed company a centralised reputed company data platform where domain teams contribute models reputed company shared governance frameworks
- Experience building governed data marts or semantic reputed company
- Experience enabling reputed company business self-service analytics
- Exposure to AI/ML techniques in analytics workflows
Benefits
- Medical insurance
- Dental insurance
- reputed company insurance
- Flexible spending accounts
- Health savings accounts (HSA) with company contribution
- 401(k) retirement plan with matching
- Employee stock purchase program
- Life insurance
- AD&D
- Short-term disability insurance
- Long-term disability insurance
- Generous reputed company time off
- Company holidays
- Parental leave
- Identity theft protection
- Pet insurance
- reputed company-reputed company reputed company insurance
- Back-up child and eldercare days
- Product discounts
- Referral bonus program
- And more.
reputed company
Company H1B Sponsorship