Senior Manager, Customer Care Analytics and Insights

Senior Manager, Customer Care Analytics and Insights

Business Title: Senior Manager, Customer Care Analytics and Insights

Department: Customer Care 

Position Overview:

The Senior Manager, Customer Care Analytics and Insights, is a key leadership position within the International Customer Care and Product Support team.  Primarily responsible for managing a small team, delivering data and insights to drive actions across all International direct markets to produce exceptional customer and employee experience and reduce the cost to serve.  Additionally, this position is responsible for all International Customer Care and Product Support reporting, including omnichannel contact centre metrics and key new product and technology launch tracking.

Responsibilities

• Provide leadership and direction for data analytics operations, ensuring alignment with business goals and strategies.
• Develop and implement data standards and deploy automation tools to gather and process data from various sources.
• Construct data sets to analyze trends, inform decision-making, and support stakeholders with actionable insights.
• Manage projects with strong technical and data-driven components, ensuring timely delivery and quality outcomes.
• Work closely with other departments, such as Customer Care Operations and Data Science, to address analytics and data needs seamlessly.
• Drive innovation in data analytics methodologies and tools to stay at the forefront of technology.
• Lead & manage a team of Data Analysts to deliver key contact centre metrics
• Partner with Finance and country managers to obtain sales forecast data to drive rich insights into our user base.
• Delivers the reporting strategy for Customer Care and Product Support across the relevant systems including SalesForce, Amazon Connect and SAP.
• Develop dashboards and reports necessary to support the day-to-day customer care operations, including development of weekly, monthly and quarterly reporting.
• Provides and presents quarterly business review data to various business stakeholders.
• Designs and delivers the new product launch reporting strategy to the business.
• Provides ongoing monitoring of improvements against defined success criteria.
• Owns the Customer Satisfaction and Net Promoter Score metrics, including question review, system of capture, deep dive analytics and providing improvement suggestions back to the business.
• Uses data to determine cause and effect relationships, creating project plans using this data to drive applicable change.

Key Decision Rights

• Decides which data points should be elevated to the E2E Cross Functional Core Team for further review and action planning.
• Owns the decision on system to deliver obtain and deliver metrics, e.g. Qualtrics, PowerBI, Salesforce etc.
• Influences and recommends efficiency improvements based on data insights.
• Voice of Customer Care in cross functional data management alignment meetings.

Required Leadership/Interpersonal Skills & Behaviors

• Strong leadership, communication, and problem-solving skills. Ability to work collaboratively and manage stakeholder expectations
• Interacts, negotiates with and influences opinions of decision makers, internally and externally, concerning matters of forecasting and data analysis.

Required Skills and Competencies

• Proficiency in analytical tools and techniques, such as Business Objects, Excel, PowerBI, Python, and statistical methods
• Experience of reporting in SalesForce
• Strong knowledge of MS Office suite of products including Excel, Word, PowerPoint, and Access. 
• Strong demonstrated analytical, organization, communication, planning, and problem-solving skills.    
• Ability to work effectively as an individual contributor as well as effectively lead, manage, and motivate a team of direct reports in a fast-paced environment. 
• Experience leading and empowering a growing team
• Demonstrate logical and decision thought while having the ability question norms
• Project management skills with the ability to produce results
• Must have the ability to lead and drive multiple projects while balancing multiple priorities and critical deadlines
• Experience with providing coaching and corrective action feedback

Education and Experience

• Bachelor’s degree or an equivalent combination of education and experience
• Demonstrated managerial experience in data analytics or a related field within the Customer Experience field.

Additional Information

• The position can be remote, hybrid or in-person at one of our international offices.
• Travel is estimated at 20% but will flex depending on business need

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

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