Senior Manager, Analytics, Customer Experience

What you'll do

• Lead and develop a team of data scientists through mentorship and career development planning.
• Define the analytical vision for measuring customer resolution quality across human and AI support channels.
• Translate complex data patterns into prioritized roadmaps for product, operations, and engineering partners.
• Quantify the trade-off between customer experience quality and operational costs to improve teammate tools.
• Design evaluation frameworks to measure and improve automated support performance and AI resolution quality.
• Establish measurement strategies including experiment design, statistical analysis, and success metrics.
• Present data-driven insights to senior leadership to influence cross-functional strategy and decision-making.

What we're looking for

• 8+ years of experience in data science, product analytics, consulting, or a related field.
• 3+ years of experience as a people manager with a track record of developing data scientists.
• A degree in Math, Statistics, Economics, Computer Science, or a similar quantitative domain.
• Deep expertise in SQL, experimentation and A/B testing, and statistical analysis.
• Experience with data pipelines and partnering with engineers to build robust data foundations.
• Strong technical judgment and the ability to communicate complex findings to non-technical audiences.
• Experience balancing quality and efficiency in a customer support, operations, marketplace, or service-delivery context.
• Experience measuring AI, LLM, or automation-driven products in a production setting (preferred).