Manager, Business Intel, Support Operations Analytics

The Support Operations Analytics (SOA) team owns datasets and analytical tools that drive actionable insights for the Support Operations organization. Support Operations handles Seller defect outreach, Supply Chain defect investigations, Seller reimbursement investigations, and other Global Supply Chain projects that require variable associate head count. In order for Support Operations to function more effectively and efficiently, the Support Operations Analytics (SOA) team provides automated and actionable insights across productivity, capacity, quality, and associate and seller experience data. The SOA team defines key business metrics, designs and implements scalable analytical solutions, and maintains and improves existing dashboards and reports. Additionally, they influence the Support Operations software team to enable near real-time data solutions (e.g. hourly productivity information).
As the SOA Business Intelligence Manager (BIM), you will lead a talented team of Business Intelligence Engineers and Business Analysts. You will understand the business opportunities, define the analytical strategy, and ensure the team's infrastructure is scaled correctly. You will work closely with Support Operations personnel to define the analytical roadmap and align on goals. You will be accountable for the teams customer experience, efficiency, project prioritization, data/solution quality, and system maintenance. You ensure the team understands the impact of their work and how it aligns with the organizational goals. Your team's overall efforts enable Support Operations to operate efficiently and effectively.
Key job responsibilities
1) Hire, manage, coach and lead a high performing global team of Business Intelligence Engineers and Business Analysts
2) Engage with leadership and diversified stakeholder groups to understand their data needs and recommend Business intelligence solutions
3) Partner with the Data and Software Engineering teams to define the data elements and data structure that the team should leverage to enable analytical capabilities.
4) Design, implement, and support platforms that provide Support Operations ad-hoc access to large datasets (e.g. data visualization tools for non-tech business users)
5) Own the design, development, and maintenance of ongoing performance metrics, reports, analyses, dashboards, etc. to drive key operational decisions
6) Standardize data and report consumption across all customer groups
7) Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis, validation, and documentation
8) Proactively develop new metrics and studies to improve Support Operations effectiveness.
9) Conduct written and verbal presentation to share insights and align on recommendations to audiences of varying levels of technical sophistication.
A day in the life
1) Provide guidance to team members.
2) Plan and organize work for the team that is aligned to long term and near term goals.
3) Sync with operation and program managers to anticipate changes in priority or focus.
4) Influence the design and analytical or scientific approach to projects before launch.
5) Improve team mechanisms to achieve more high quality output with less time investment.
We are open to hiring candidates to work out of one of the following locations:
Bellevue, WA, USA