Manager, Analytics, Customer Experience

What you'll do

• Lead, mentor, and develop a team of data scientists to ensure high quality and career growth.
• Define the analytical vision for customer resolution metrics across global support networks.
• Translate patterns in contact and resolution data into prioritized roadmaps for product and operations teams.
• Quantify the trade-off between customer experience quality and operational costs for teammate tools.
• Partner with AI/ML teams to design evaluation frameworks that improve automated support quality.
• Establish measurement strategies including experiment design, statistical analysis, and success metrics.
• Communicate data-driven insights to senior leadership across CX, Product, Engineering, and Operations departments.

What we're looking for

• You must have a degree in Math, Physics, Statistics, Economics, Computer Science, or a similar domain.
• You must have 6+ years of experience in analytics, data science, or a related quantitative field.
• You must have experience managing and developing data scientists or analysts.
• You must possess strong analytical fundamentals including experimentation, predictive modeling, and metric design.
• You must be an effective cross-functional communicator capable of influencing stakeholders and senior leadership.
• You must be able to prioritize high-impact work in a fast-moving environment.
• Experience balancing quality and efficiency in customer support, operations, or marketplace contexts is required.
• Experience measuring AI, LLM, or automation-driven products in a production setting (preferred).