Analytics Manager (Business Intelligence), Support

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology, we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of strategic thinking and the grit to execute the next best action.

About the role:

Cisco Meraki is looking for an Analytics Manager (Business Intelligence), Support to build and lead our Analytics team which will deliver data-driven insights to improve the lives of our best-in-class Support team. You will be working closely with our senior leaders in Support and will directly feel the positive impact that your projects have on our grateful users. We focus on data and insights around our customer’s use of the Meraki dashboard and our Support team’s work in Salesforce and its case, phone, and integration systems

A typical work week might consist of:

• Prioritizing new analytics requests with Support leaders and the Analytics team.
• Recruiting, interviewing & hiring the next member of our skilled team.
• Bringing out insights & opportunities to reduce Support’s workload from a powerful dashboard that your team has created.
• Partnering with our Product, Marketing, User Experience, Data Science, and Engineering teams to build a key Support metric in our data ecosystem.

Primary Responsibilities:

40% Strategic Analytics Projects

• Build (alongside the team) the source-of-truth data sets, reports, and dashboards for Support’s operational & strategic metrics.
• Lead high-impact, targeted analysis efforts that serve to improve day-to-day operations and underpin long-term strategy for Support.
• Divide complex analysis projects into manageable parts and devise delivery plans.
• Establish a transparent prioritization process for taking on new Analytics requests alongside our Project Management teams.
• Enable our users to self-service their data needs through documentation, training, and templated reports/dashboards.
• Partner up with our Data Infrastructure, Data Science, Business Systems, and Engineering teams to achieve novel data sets and reporting.
• Deliver polished communications that are the source of truth for project status and findings to inform a wide variety of business stakeholders.
• Work closely with Support’s workforce management team to ensure high-quality forecasts of our incoming/outgoing workload.

40% Analytics Team Leadership

• Define, evolve and communicate the team’s vision, mission, strategy, & project roadmap using Objectives and Key Results.
• Actively seek, identify, and onboard talent for the Support Analytics team.
• Establish a cadence of team meetings along with one-on-one meetings to coach & mentor on career and performance goals.
• Anticipate future needs/concerns and provide proactive, actionable suggestions to leadership to guide organization and process design.
• Run quarterly business reviews that uncover high-value targets for operational process improvement by analyzing trends in Support data.
• Establish a team culture of continuous improvement and quality across our data pipelines by investigating anomalous reports, trends, and metrics.

20% Professional Development

• Stay well-versed in our internal Salesforce and Data Infrastructure ecosystems.
• Find the intersection between your personal development interests and our business needs to identify side projects.
• Grow your technical & people skills by completing classes from our robust learning catalog.
• Explore new tools and the latest advancements in data analysis.

Preferred Qualifications:

• 7+ years of experience in enterprise-level data analysis and reporting tools:
  • SQL and/or Salesforce SOQL/SOSL querying languages
  • Snowflake, Redshift, and/or Oracle data warehouses
  • MicroStrategy, Google Analytics, and Tableau data analytics tools
    • Tag Manager and/or Tableau CRM experience is a plus
  • R and/or Python statistical analysis languages
    • Projects involving statistical modeling, probability, and/or logistic regression are a plus.
  • Experience with Salesforce-related data is a plus.
    • Relevant Salesforce certifications and/or Trailhead badges are a big plus.
• 3+ years of Analytics people management experience.
  • Experience with a geographically distributed team is a plus.
• Presentation and communications experience with executive-level audiences.
• Strong project management skills with the ability to quickly react to changing priorities and deadlines.
• Workforce management experience is a plus.
• Proven examples of analysis work spanning multiple teams (Product, UX, Support, Engineering, etc.).
• Prior experience with Support or Service organizations is a big plus.
• Experience working in and alongside Agile software development lifecycles and practices.
• Bachelor's degree in Computer Science, Information Technology or related technical field.

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.

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