Business & Insights Manager

The Business Performance & Insights Manager serves as the analytical engine of the Residential Business Unit, transforming data into actionable insights that improve growth, retention, customer experience, operational efficiency, and profitability. The role proactively identifies opportunities and risks, partners with leaders to solve complex business problems, and provides executive-level visibility into overall business performance. This role is expected to evolve into a people leadership opportunity rather than an individual contributor position.

Success depends on combining business analysis, structured problem solving, project leadership, stakeholder influence, and clear executive communication to improve decisions and measurable outcomes. The right candidate will possess the opportunity to step into a leadership role.

Serve as the primary business performance and analytics partner for the Residential Business Unit, providing fact-based insights that inform leadership decisions. Monitor business health across sales, enrollment, retention, customer care, collections, revenue integrity, workforce performance, and customer experience. Translate business questions into analytical approaches, synthesize findings, and deliver practical recommendations with clear implications and next steps. Support the GM and leadership team through recurring business reviews, executive presentations, strategic planning, and decision support.

Proactively identify emerging trends, risks, opportunities, and performance gaps before they become material business issues. Conduct root-cause analysis, develop hypotheses, test assumptions, and use data to explain why performance is changing. Define business problems, document requirements, map current and future-state processes, and clarify success measures for improvement initiatives. Serve as a thought partner who helps leaders identify the right questions, evaluate alternatives, and make data-informed decisions.

Analyze enrollment trends, customer acquisition performance, channel effectiveness, sales performance, and customer value. Partner with Sales, Marketing, Finance, and Residential Sales Optimization to evaluate channel performance, acquisition economics, and retention outcomes. Assess retention initiatives and identify which tactics produce measurable business results. Support customer and behavioral analysis while maintaining clear ownership boundaries with Marketing Insights & Visualization.

Analyze customer care performance and contact drivers to identify opportunities to improve customer experience and operational efficiency. Evaluate workforce management, staffing, productivity, and service-level performance to support resource optimization and service outcomes. Identify drivers of call volume, repeat contacts, customer friction, and operational variation. Partner with Customer Care leadership to quantify improvement opportunities, prioritize actions, and measure results.

Analyze delinquency, collections, payment behavior, and indicators of customer financial risk. Develop insights that improve revenue recovery strategies and reduce business risk. Partner with Revenue Integrity and Finance to identify drivers of collection performance and bad debt outcomes.

Develop and continuously improve executive dashboards, scorecards, and performance reviews that provide visibility into key business outcomes. Establish and maintain meaningful KPIs, leading indicators, metric definitions, and reporting standards across the business. Ensure leadership receives accurate, timely, and actionable information for decision-making. Increase reporting automation and data visualization effectiveness so more capacity is focused on insight, recommendations, and action.

• Strong business analysis, quantitative analysis, and structured problem-solving skills.
• Ability to synthesize complex data into clear executive narratives, recommendations, and decision options.
• Experience leading cross-functional projects or initiatives with multiple stakeholders, dependencies, and competing priorities.
• Proficiency in requirements definition, process mapping, root-cause analysis, KPI design, and benefits measurement.
• Strong commercial and…