Job Description: • 2-minute read •
Services Business Operations is seeking a seasoned professional to lead the Customer Service and Support (CSS) BI & Analytics team. In this role, you will direct a diverse team of Business & Data Analysts, Data Scientists, ‘Data Wranglers’ and BI leads to identify strategic areas of focus for business insights and analytics, evolve the BI & Analytics strategy, lead initiatives, govern intake and engagement management, and operationalize key business metrics.
You will partner with business stakeholders, delivery leaders, operations and process experts, platform engineering and information architecture to drive business insights and reporting, scorecards, predictive analytics, customer journey insights and meet the broad spectrum of demand. Your passion and desire to define and enact the vision for BI will shape the insights for Customer Service and Support into a competitive differentiator.
The goal of Customer Service & Support BI & Analytics team is to foster a data-driven culture, to encourage and enable the entire organization to make more informed decisions through data. CSS is in the midst of a transformation that drives the integration of Consumer and Commercial customer support into a single experience. This role will focus on three key priorities: 1) lead the next generation BI and analytics 2) synthesize, merge and transform the existing BI and analytic capabilities on the new platform 3) partner with CSS and product teams to enable a world class support experience and rich insights to drive our business operations & strategies.
We are looking for a seasoned BI leader who can drive the vision and strategy for CSS BI & Analytics as well as oversee day-to-day operations.
KEY ACCOUNTABILITIES:
• Manage, lead and develop a strong team of BI Leads, Analysts, Data Scientists and PMs to deliver priority outcomes in alignment with the strategic roadmap for CSS
• Act as an evangelist and catalyst for BI & Analytics innovation
• Engage broadly with the business teams to frame, structure and prioritize business problems where BI can have the biggest impact
• Manage the portfolio of work; build the long term vision and roadmap for BI & Analytics and own monthly governance with stakeholders
• Work with the business-units and executive leadership to influence strategic direction
• Attract, develop, retain talent and improving productivity, efficiency and effectiveness of the team and / or business.
• Manage headcount allocation, budgets and personnel decisions
• Create and manage standards, processes and procedures to ensure agile delivery and consistent operations.
• Oversee the prioritization of business needs for the platform teams to ensure the funnel of req operational data store, data lake, data mart, pipelines and other assorted reporting/distribution services.
• Apply data mining and statistics to measure and provide high quality data (hygiene and completeness).
KEY QUALIFICATIONS:
• 10+ years of experience building and operationalizing complex, large scale, highly available, big data data warehouses. 7+ years of leadership experience
• Proven track record of shipping highly-scalable and reliable systems through multiple cycles
• Strong experience in Big Data, machine learning and data mining, large scale computing systems like COSMOS, Hadoop, MapReduce and other big data technologies
• Strong skills and experience in SQL, R, Python, SAS, AzureML or similar languages
• Great design and architecture skills with a strong bias for BI and deep expertise in big data technologies
• Leading with engineering & information architecture partners on design & architecture
• A Bachelor’s degree in Computer Science, Engineering, Business Information Systems, or closely related field and/or equivalent experience
PERSONAL ATTRIBUTES/INTERPERSONAL SKILLS:
• Excellent written and oral communication skills, particularly the ability to synthesize complex issues/scenarios into easy-to-understand concepts
• An attention to detail with self-discipline and a drive for results
• Demonstrated ability to work in ambiguous situations and across organizational boundaries
Posts
