Manager, Analytics, Customer Experience
Core
Lead the analytics team to define measurement frameworks for customer resolution quality, drive strategy for product and operations, and partner with AI/ML teams to improve support interactions.
Role type
Manager, Customer Experience Analytics
Builds
Measurement frameworks for resolution quality, prioritized roadmaps for product/ops, and AI/ML evaluation strategies
Domain
Customer Experience, Operations, AI/ML
Required skills
team leadership, analytical vision, metric design, experimentation, predictive modeling, cross-functional partnership, strategic prioritization
Preferred skills
measuring AI/LLM/automation in production
Technologies
AI/ML tools, experimentation platforms
Responsibilities
Lead and develop a team of data scientists; set analytical vision for core support experience; translate data patterns into prioritized roadmaps; inform improvements to teammate tooling; partner with AI/ML teams on evaluation frameworks; drive measurement strategy and best practices; interface with senior leadership to shape strategy
Seniority
Manager, hands-on leadership
