Manager, Data Analytics

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here. 

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Wednesday, working together in person and choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

As a leader on the Customer Experience Analytics team, reporting to the Head of Customer Experience Analytics, this role will help drive our understanding of the performance of key Operational teams within Customer Experience at SimpliSafe. These teams include the voice and digital Service operations, the Loyalty operations, and our Agent sales channel. They will lead a team of analysts responsible for working with disparate data sources to provide analytical support to the operations; creating high quality data assets from raw data, design metrics used to track operational health, developing dynamic reporting solutions to empower stakeholders to understand and monitor their businesses’ performance, and provide thought partnership to drive continuous Operational improvements. Entails close collaboration with CX Operational teams, developing a deep end-to-end understanding of both our customer and front line agent journeys.

Primary Responsibilities Include:

• Develop and maintain an Operations Analytics roadmap through close partnership with Operations leadership to maximize the value being driven by the team.
• Leads team of analysts to meet business deliverables in a timely manner, and fosters a culture of curiosity - constantly striving to identify new ways to drive the business forward.
• Lead the development and implementation of new data sources, reporting, and BI tools that deepen the organization’s understand of our customer’s experience and the operations team’s performance
• Define success criteria for key CX initiatives and lead measurement design to ensure accurate understanding of impact
• Creates reports and data driven presentations with impact - identifies trends and occurrences in data and translates findings into various mediums including text, charts, graphs, displays, tables.
• Lead strategic analytics efforts, from definition through implementation, managing stakeholders, leading analytical and data system problem solving, and effectively collaborating across diverse cross-functional teams
• Serve as an expert in business performance management, collaborating with business owners to define, implement, and improve our core operating KPIs
• Build standard and automated management reporting as “single source of truth” for Operational KPIs across service functions and service channels (inbound calls, outbound dialer, web/mobile, email, SMS, chat, other digital channels)
• Prepare routine (monthly, quarterly, annually) operations performance summaries to support our cadence for strategy definition, execution, and measurement

Our ideal candidate needs to be able to do the following

• Excellent communication skills, with the ability to communicate complex, quantitative information in a manner that is engaging, understandable, and influential.
• Experience with a variety of analysis methods, both quantitative and qualitative.
• Manage analysts responsible for working with complex data to synthesize, developing robust operational metrics, creating dynamic reporting and BI tools, and synthesizing insights.
• Strong prioritization skills, leading and managing the execution of projects across multiple programs and stakeholders at once.
• Strong sense of accountability, decisiveness and intellectual curiosity with the ability to work independently and take ownership

• 5+ years of experience in Analytics / Strategy (eg, strategy consulting)
• BA / BS degree or comparable experience, MBA a plus
• Experience managing analytical or strategic teams
• Must be both a doer and a thinker. We are a fast-paced, creative environment. Everyone rolls up their sleeves.
• Demonstrated ability to effectively partner with business leads and non-technical stakeholder using data-driven recommendations to influence leading business decisions
• Experience working with technical partners to gain understanding of the sources of raw data and its possible limitations, developing and communicating technical requirements for new data that is needed, and developing repeatable processes to build and share data domain knowledge (eg, high quality documentation)
• Experience working with and transforming raw data sources into high quality, analytics-ready data with SQL
• Experience with data visualization tools such as Tableau a plus
• Experience managing projects requiring cross-functional collaboration
• Ability to independently manage multiple projects with a high degree of accuracy and attention to detail
• Flexibility to flourish in fast paced environment and quickly shift priorities to accommodate business needs

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected].