Senior Manager, Cx Business Intelligence (BI)

Position Overview:

SharkNinja is seeking a motivated individual passionate about delivering an exceptional consumer experience and adept at telling stories through data analysis & insights. The Senior Manager, Cx Business Intelligence (BI)s will report directly to the Senior Director Global Consumer Experience Operations and will review and report on key contact center data trends at SharkNinja, covering everything from consumer behaviors to KPI metrics. These reviews and reports may be conducted personally or by their direct reports (Specialist Global Data & Analytics).

The Senior Manager,Cx Business Intelligence (BI) must provide valuable and actionable insights to the Customer Experience leadership team on how to improve business strategy while maintaining the highest standard of customer/consumer service. They are also responsible for communicating and presenting pathways for continuous improvement to the Consumer Excellence Team. These recommendations may include new processes, KPI introductions, deep dive analyses, and business intelligence. Ability to tell stories using data to produce an outcome.

Duties and Responsibilities:

• Assists in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels and translating it into actionable activities
• Ensures stakeholders understand how to interpret and apply VOC data
• Turns data into information to drive action
• Prepares and supports dashboard reports containing VOC and operational metrics that are relevant to specific business units. Creating dashboards and reports for business insights
• Provide day to day quantitative analysis, as requested by Executives or Management. Work with different data sources, proceed to analysis, and share results with stakeholders.
• Distilling the key takeaways from large datasets into simple everyday language to drive actions and improvements, be a data storyteller.
• Lead a team comprised of Specialist, BI, Global Data & Analytics while establishing a strategy to achieve key business objectives. Ability to set direction to team members
• Immerse yourself into the operations and product teams to enable you make good decisions with context.
• Prepare Daily/ Weekly / Monthly reporting for key executive meetings, that provide actionable insights vs. just the data, in a clear and concise manner.
• Results orientated with a focus on the details to drive positive consumer experience
• Be proactive with data findings to shape the future of Consumer Excellence, not being comfortable with the status quo.
• Capable of summarizing complex data to be presented/shared in a simple comprehensible way for SharkNinja executives via PowerPoint. Storytelling bringing value to the business
• Represent the voice of the Consumer Excellence team in cross functional meetings and represent own area of specialization with confidence and purpose.
• Cross-functional collaboration
• Use stories to compellingly and effectively present customer feedback to stakeholders
• Ensure data accuracy and reliability in reporting
• Oversee the development and implementation of analytical models. Designing and maintaining BI solutions
• Provide strategic insights to support business decisions. Advising on data-driven strategies
• Coordinate with the data engineer and data analyst to ensure data-driven strategies.

 Attributes and Skills:

• Leads by example by being the advocate for the Customer Experience across channels (or across the organization)
• Proficiency in BI tools like Power BI, Tableau
• Knowledge of data warehousing and ETL processes
• Strong business acumen and strategic thinking
• Excellent communication skills, both verbal and written
• Demonstrated aptitude to develop and lead others.
• Ability to create visualizations of data trends to present to cross functional teams and management.
• Comfortable presenting to front line associates to C-Suite executives.
• Organized and detail orientated.
• Able to work with substantial amounts of data and easily identify meaningful trends.
• Adapts well to change and manages time effectively to meet deadlines.

 Education and Experience:

• Bachelors degree preferred.
• Minimum 5 years of Data analyst, Insights & Analytics or data-oriented role.
• Minimum 3 years in a management role.
• Previous experience in the durable goods category a definite asset.
• Contact center experience preferred – ability to spot the smoke
• Strong analytical skills, experience with data lakes (Snowflake), and proficiency in MS Power BI.