Sr Manager, Analytics & Insights

The Sr. Manager, Analytics & Insights will lead operational analytics and reporting for Business Operations, ensuring leaders have the data, insights, and visibility needed to make informed decisions and improve performance.

This leader will own recurring performance reporting, dashboards, KPI measurement, and deeper analytics across the organization. The role goes beyond producing reports - connecting data across multiple sources to identify trends, uncover root causes, highlight opportunities, and help leaders understand what is happening, why it is happening, and where action is needed.

The ideal candidate is analytical, curious, and proactive. They will take the initiative to understand the business and its processes, challenge the data when something does not make sense, and turn complex information into clear insights that drive action and accountability.

• Lead operational analytics, insights, and reporting across Business Operations, ensuring leaders have accurate and meaningful visibility into performance.
• Own monthly and recurring business performance reporting, bringing together KPIs, trends, insights, risks, and opportunities into a clear view of operational performance.
• Develop and evolve KPIs, dashboards, and reporting that measure performance and create accountability against business goals.
• Translate data into actionable insights and recommendations, identifying trends, root causes, performance gaps, and opportunities to improve customer experience, productivity, service, and cost.
• Conduct deeper analysis into business performance, moving beyond what happened to understand why it happened and what should be done next.
  Partner closely with Operations leaders to understand their businesses, processes, and priorities and ensure analytics are focused on the areas that matter most.
• Connect and analyze data across multiple systems and sources, ensuring information is accurate, consistent, and appropriately interpreted.
  Identify gaps or inconsistencies in data and reporting, working cross-functionally to improve data quality, definitions, and reliability.
• Improve the efficiency and scalability of reporting through automation, standardization, and improved analytics tools and processes.
• Support performance management routines by helping leaders identify where results are off track, understand the drivers, and measure progress against actions.
• Partner across Operations, Technology, Product, Finance, and other functions to strengthen reporting capabilities and support data-driven decision-making.
• Build and develop a high-performing analytics team that operates as a proactive, trusted partner to the business.

• 6+ years of progressive experience in analytics, operations, business intelligence, reporting, or related functions, including leadership experience.
• Strong experience in operational analytics and performance reporting, with the ability to turn complex data into clear insights and recommendations.
• Experience developing and managing KPIs, dashboards, scorecards, and recurring business performance reporting.
• Experience working across BI/reporting platforms, case management tools, CRM systems, and other operational data sources, with the ability to extract, validate, reconcile, and connect data accurately across systems.
• Strong analytical and problem-solving skills, including the ability to identify trends, anomalies, root causes, and relationships within data.
• A proactive and curious mindset with a willingness to learn how the business and its processes work, ask questions, challenge assumptions, and independently seek out the data and context needed to provide meaningful insights.
• Demonstrated ability to move beyond producing reports to…