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Manager; Data Analytics

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  • Lead employees facilitating the design, development, implementation and maintenance of various data analytics and data visualizations/dashboard reporting for Customer Operations.
  • Develop plan and strategy for design, development and execution of ad-hoc data analytics to improve fraud controls operational excellence and the customer experience.
  • Guide direct reports, and Customer Operations teams and/or other business personnel on the interpretation, implications and use of analytic results.
  • Prepare and deliver presentations that provide data analytics insights to senior management, especially in the areas where key insights or anomalies are identified.
  • Regularly interact with Customer Operations leadership and key stakeholders to identify improvement opportunities and business challenges using data and analytics.
  • Act as the liaison with other data analytic business support teams across the company, and/or external consultants to plan and coordinate joint data analytics efforts.
  • Develop training plans on the use of analytics dashboards and tools for Customer Operations business and quality assurance personnel, and increase use and knowledge of data analytical tools and techniques to drive business results
  • Bring best practices to Customer Operations related to analytics standards, participating in educational opportunities, maintaining professional networks, participating in professional organizations, etc. 

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