Director of Reporting and Analytics (Customer Experience Operations)

Overview

Join a dynamic team as the Director of Reporting and Analytics for Customer Experience Operations in Austin! In this pivotal role, you will be instrumental in shaping how our organization collects, analyzes, and utilizes data to enhance our customer experience. As we evolve, we are looking for a strategic leader who will bring structure and clarity to our reporting processes across Professional Services, Customer Support, Managed Services, and Education. If you thrive in fast-paced environments and have a passion for transforming operational data into actionable insights, this is the opportunity for you!

Required Skills

• Experience: 7-10+ years in business intelligence, reporting, or analytics; 2-4+ years managing analysts or BI teams.
• Technical Proficiency: Strong hands-on experience with Power BI and SQL; experience building and maintaining operational dashboards/reports.
• Data Accuracy: Exceptional attention to detail and a commitment to data precision.
• Operational Analysis: Ability to translate business needs into effective reporting solutions.
  
  

Nice to Have Skills

• Familiarity with customer experience systems such as Salesforce, Zendesk, Kantata, or Monday.com.
• Understanding of service delivery metrics, including utilization, SLAs, backlog, and CSAT.
• Prior experience in consolidating or enhancing reporting processes in a growing organization.
• Knowledge of data warehousing concepts and modern data environments.
  
  

Preferred Education And Experience

• A bachelor’s degree in Data Science, Business Administration, Information Technology, or a related field.
• Proven experience supporting teams such as Customer Support, Professional Services, Customer Success, or Education.
  
  

Other Requirements

• This position may require some travel for cross-functional collaboration.
• Certifications in business intelligence or data analytics are a plus.