Manager, Automation and Intent Analytics

Who We Are:

Sirius

XM and its brands (Pandora, Sirius

XM Media, Ads Wizz, Simplecast, and Sirius

XM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing Sirius

XM’s vision to life every day.

Sirius

XM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. Sirius

XM’s platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of Sirius

XM, is the largest ad-supported audio entertainment streaming service in the U.S. Sirius

XM's subsidiaries Simplecast and Ads Wizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company’s advertising sales organization, which operates as Sirius

XM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. Sirius

XM, through Sirius

XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, Sirius

XM offers connected vehicle services to automakers.

As the Manager, Automation & Intent Analytics, you will make an impact by leading automation performance analytics across AI, chatbot, and self-service flows to increase containment and reduce cost per contact. You will partner across CX, Product, and WFM teams to align automation metrics with forecasting and financial goals, helping the business scale efficiency and enhance customer experience.

• Lead analytics for automation, intent, and containment across AI, chatbot, and self-service flows.
• Partner with WFM, CX, and Product teams to align automation KPIs with forecasting and financial targets.
• Design dashboards and reporting structures to measure containment, saves, and escalation effectiveness.
• Drive insight development for digital handoffs, pre-agent mix, and journey optimization.
• Integrate Digital Experience and AI data sources to build unified automation performance views.
• Enable continuous improvement by identifying automation opportunities and supporting product iteration.

• 5+ years in analytics, customer experience, or automation performance management.
• Expertise in IVR, AI, or chatbot measurement; understanding of routing and escalation.
• Proven track record building cross-functional partnerships across CX, Marketing, and Product.
• Strong Tableau and SQL skills preferred; ability to translate complex data into actionable insights.
• Must have legal right to work in the U.S.

At Sirius

XM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $97,000 - $115,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives.

We encourage all interested candidates to apply.

Our goal at Sirius

XM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. Sirius

XM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.