Hotel Engine

Senior Manager, Business Intelligence and Reporting

Hotel Engine

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $139,700 - $200,000 per year

Job Level

Senior

Tech Stack

SQLTableau

About the role

  • Own reporting and analysis of support contact trends (Lodging, Rental Cars, Flights, Suppliers), surfacing customer pain points and elevating them into actionable insights.
  • Partner with the Director of Service Delivery & Strategy to shape Client Ops initiatives using KPIs, trend analysis, and ROI-driven recommendations.
  • Monitor customer experience and operational KPIs, uncovering root causes for shifts in volume, contact drivers, or customer satisfaction.
  • Partner closely with leadership across Client Ops, Product, Technology, Finance, and Supply to ensure customer friction points are quantified, prioritized, and acted upon.
  • Own the reporting and analytics framework that informs strategic decisions, drives clarity, and strengthens accountability across the organization.
  • Deliver executive-ready analysis and narratives that influence long-term customer experience, operational efficiency, and cost strategies.
  • Lead and mentor two analysts within Client Ops, setting priorities, coaching on best practices, and elevating the function’s overall impact.
  • Ensure Client Operations teams have strong reporting infrastructure to track and manage performance daily, weekly, and monthly.
  • Oversee the production and accuracy of core reporting on agent performance and operational health, empowering team leads and managers to act quickly on risks and opportunities.
  • Champion data accessibility, accuracy, and usability, ensuring reporting serves both day-to-day needs and long-term strategic planning (e.g. AI & human handled reporting).
  • Support frontline and operational leaders with actionable insights that improve decision-making, drive accountability, and sustain consistent execution across multiple contact types and verticals.
  • Partner with Finance and Data teams to ensure Client Ops reporting maintains high data quality, reliability, and standardization across tools and dashboards.

Requirements

  • BA/BS degree required; advanced degree a plus.
  • 8+ years of experience in business intelligence, analytics, or operations strategy (consulting, tech, finance, or customer operations preferred).
  • 2+ years of people leadership experience, with a proven ability to coach, mentor, and manage analysts or BI team members.
  • Strong knowledge of contact center KPIs, VOC programs, and customer experience analytics, ideally in hospitality, travel, or tech-enabled service industries.
  • Proven ability to simplify complex data into strategic insights with clear ROI implications and communicate effectively with senior leadership.
  • Advanced proficiency in Excel, SQL, Slides; strong experience with BI tools (Looker, Tableau, or similar).
  • Strong project management skills with the ability to prioritize initiatives, manage cross-functional stakeholders, and deliver results on time.
  • Highest standards of accuracy, precision, and analytical rigor, paired with executive-level storytelling and presentation skills.
  • Capacity to balance strategic thinking with operational execution, ensuring both big-picture insights and day-to-day reporting needs are met.
Benefits
  • Compensation: Competitive base pay tied to role and experience, with opportunities for bonuses, commissions, and equity.
  • Benefits: Check out our full list atengine.com/culture.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
business intelligenceanalyticsoperations strategycontact center KPIscustomer experience analyticsdata analysisreportingproject managementExcelSQL
Soft skills
leadershipcoachingmentoringcommunicationstrategic thinkinganalytical rigorstorytellingprioritizationdecision-makingcross-functional collaboration