Customer Advocacy Program Manager, Operations and Technology
Thomson Reuters
Tableau
Manager, Care Support Optimization
Spring Health
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $97,325 - $114,500 per year
Job Level
Mid-LevelSenior
Tech Stack
Tableau
About the role
- Develop, automate, and maintain critical operational reports and dashboards (including weekly and monthly business reviews) using Looker
- Provide regular data-driven insights to leadership on team performance and key trends
- Define and track KPIs, create automated scorecards for agents and teams, and set performance targets
- Serve as subject matter expert on data and analytics for strategic projects, particularly AI and automation
- Oversee adoption and implementation of new technologies and automation initiatives and develop reporting to measure impact
- Perform deep-dive ad-hoc analysis to investigate business problems, identify root causes, and uncover opportunities
- Provide project management support and act as liaison to Data Engineering, Business Intelligence, Tooling Management, and Workforce Operations
- Identify and analyze existing Care Support workflows to pinpoint bottlenecks and develop data-driven process optimizations
Requirements
- Bachelor's degree in a quantitative field (e.g., Business, Economics, Statistics, Engineering) or equivalent practical experience
- 3-5 years of experience in a consulting, strategy & operations, or similar analytical role
- Experience within a customer support, operations, or BPO environment is a plus
- Strong proficiency in spreadsheet modeling (e.g., Excel, Google Sheets)
- Working knowledge of data visualization and business intelligence tools (e.g., Looker, Tableau, Power BI)
- Proven ability to analyze complex data sets, identify trends, and translate data-driven insights into actionable recommendations
- Excellent written and verbal communication skills with ability to present complex information to technical and non-technical audiences
- Experience collaborating with cross-functional teams, including leadership and technical partners
- Experience providing project management support for initiatives focused on data enablement or operational improvement
