Manager – Operations Insights & Analytics

Company	Checkr
Location	San Francisco, CA, USA
Salary	$177000 – $208000
Type	Full-Time
Degrees
Experience Level	Senior

Requirements

5+ years of experience in analytics, operations insights, or related roles within SaaS, support, or customer experience environment
Proficiency in analytics tools like Lookr and strong SQL skills
Experience working with large data sets and data warehousing tools like Snowflake
Proven ability to build models, conduct root cause analyses, and forecast operational metrics
Strong understanding of customer experience metrics (ex: CSAT, NPS) and operational KPIs
Excellent communication skills with a track record of influencing senior leaders using data-driven story telling
Skilled in communicating with technical and non-technical stakeholders to communicate complex analysis in clear, actionable ways
Experience with support platforms such as Salesforce Service Cloud and Zendesk
Familiarity with scripting languages such as Python or R
Demonstrated ability to understand and work with data ingestion processes and modern data tech stacks
Track record of building self-service reporting solutions and driving adoption across the organization

Responsibilities

Analyze operational, support, and customer data to identify trends, gaps, and opportunities
Design and deliver dashboards and reports that provide clear visibility into operational performance and business metrics
Maintain and iterate on forecasting models to improve resource planning and workload efficiency across teams
Partner with cross-functional teams to provide data-driven recommendations and insights that improve workflows, tools, and overall efficiency
Work closely with Support Quality and Product Quality Operations programs to deliver insights that impact customer satisfaction and agent performance
Build and maintain relationships with Go-to-Market teams to derive and communicate customer insights that drive business decisions
Own and improve existing metric frameworks while creating scalable self-service reporting processes
Lead initiatives to consolidate data sources, ensuring clear accurate, and unified data that informs decision making
Lead a team to drive excellence in analytics and reporting. Act a as mentor, fostering data literacy across the organization
Develop and implement data governance frameworks and validation processes to ensure data quality and integrity across operations
Create and execute strategic roadmaps for analytics initiatives, ensuring alignment with business objectives and stakeholder needs
Design and implement self-service reporting models that empower stakeholders to access and understand key metrics independently
Lead cross-functional data quality initiatives and establish metrics standards across the organization

Preferred Qualifications

No preferred qualifications provided.