Manager, Analytics - Lakeland

Manager, Analytics - Lakeland | Publix Super Markets, Inc.

The purpose of this position is to lead the strategy, development, and evolution of CCSM analytics and insights, transforming data into actionable intelligence that informs decision-making, improves customer experience, and protects the Publix brand. This role owns the CCSM analytics roadmap, establishes governance and standards, and leads a multidisciplinary team responsible for data integrity, case reporting, customer insights, performance measurement, social listening intelligence, and data storytelling across customer care, social engagement, and digital channels.

Primary Responsibilities:

• Leading and executing CCSM's Analytics strategy to ensure priorities, methodologies, and outputs align with department goals and enterprise objectives.
• Establishing and governing CCSM data architecture, integration, and data management practices to ensure reliable, scalable, and consistent information.
• Translating customer feedback, operational data, and social listening signals into actionable insights that inform strategy, service delivery, and customer experience improvements.
• Defining and monitoring performance measurement frameworks to evaluate operational effectiveness, efficiency, and customer outcomes.
• Leading the delivery and execution of analytics solutions, including intake, prioritization, and development of reporting and intelligence capabilities.

Required Qualifications:

• Bachelor's degree in Analytics, Data Science, Statistics, Engineering, Information Technology, Computer Science, or other analytical discipline or equivalent combination of formal training/certification and professional work experience that demonstrates the prerequisite competence to perform the duties of this position
• 10 years of: performing an analytical function involving critical thinking and applying advanced problem-solving methods, experience managing medium-to-large cross-functional projects, working in a position requiring documenting requirements, developing presentation materials and developing reports
• 3 years of management or supervisory experience
• Strong interpersonal, leadership and management skills
• Expert knowledge of analytics strategies, tools, and best practices
• Critical thinking, agility and adeptness in understanding new information, processes and technology
• Strong project management skills
• Change leadership skills
• Ability to manipulate and analyze data
• Ability and willingness to stay up-to-date on technological developments
• Ability to plan, prioritize, and organize multiple initiatives, resources, and deadlines to achieve business goals
• Written and verbal communication skills
• Intermediate knowledge of Microsoft Word and PowerPoint skills
• Advanced knowledge of Microsoft Excel and Access skills
• Knowledge of Power BI or data visualization solutions
• Knowledge of Dataverse and Power Platform ecosystem

Preferred Qualifications:

• MBA or Master's degree in Analytics, Information Technology, Computer Science, Statistics, Engineering or other analytical discipline
• More than 10 years of: performing an analytical function involving critical thinking and applying advanced problem-solving methods, experience managing medium to large cross-functional projects, working in a position requiring documenting requirements, developing presentation materials and developing reports
• More than 3 years of management or supervisory experience
• Professional certification in data science
• Certified Analytics Professional
• Expert knowledge of Microsoft Excel
• Knowledge of Publix business systems and data sources
• Knowledge of CCaaS – Contact Center as a Service Solution and Social Engagement Software
• Knowledge of Social Listening platforms