Manager, Data Management & Analytics

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

Talkdesk is searching for a Data Management & Analytics resource to join our Data and Integration team to help build the infrastructure, processes, and data tools that will allow our business to scale. This position is an on-site role, working from our Palo Alto office in a hybrid work environment. You will work closely with our business systems team and partners within each department at Talkdesk to provide data, reports, analyses, and decision support.

Duties and Responsibilities:

• Primarily responsible for the efforts to analyze, clean, interpret, display, and organize data for internal business consumption.
• Lead the Data Analytics operations team, responsible for the design, implementation, maintenance, and support of data warehouse systems and projects.
• Build and support both historical and predictive data models that will be used across the organization
• Hands-on experience in development of data warehouse strategy, architecture and standards that meet business needs and in charge of collecting, analyzing and providing business data models and metrics.
• Work with enterprise-wide business and IT senior management to understand and prioritize data governance and analytics requirements.
• Technical expertise to collect and store data from different systems and ensure the quality and accuracy of the data, business process, design, and present it in ways to help people, businesses, and organizations make better decisions.
• Collaborate with data stewards, programmers, engineers, and management heads to identify process improvement opportunities, propose system modifications, and devise data governance strategies. 
• Technical proficiency in database design development, data models, techniques for data mining, and segmentation.
• Work with key stakeholders within the organization to develop requirements and implement solutions, including getting data loaded into the warehouse, developing data models, and developing dashboards.
• Establish best practices and define standards for data management, ETL process, data integration, data warehousing, business intelligence, analytics and data governance.
• Drive initiatives for data accuracy, reliability, usability, accessibility, and efficiency for BI and analytics applications.
• Monitor the health and enable business users and departmental analysts to access data while ensuring the security of the data warehouse environment

Preferred Background & Skills 

• Bachelor’s degree in Computer Science, Information Systems, Data Analytics, Mathematics or related field
• A minimum of 10 years of Data Warehousing, Management and Analytics experience.
• Mastery of SQL, stored procedures, tables, views, database administration.Experience with ETL tools like Fivetran, Boomi, Airflow, DBT, etc.
• Experience with BI data visualization tools like Looker, Domo, Tableau is required.
• Experience with cloud data warehouse solutions like Hadoop, Snowflake, Trino, Iceberg, Redshift, BigQuery is a must.
• Experience building predictive analytical models using statistical packages and techniques
• Experience monitoring data warehouse processes and troubleshooting issues.
• Experience in Master Data Management, Data Stewardship, or Data Governance.
• Excellent written and oral communication skills. Experience presenting to business and technical audiences with brevity and clarity. Ability to balance strength & diplomacy in driving results. Strong influencing / negotiating skills.
• Familiarity with SOAP/REST APIs, flat files (JSON, XML, CSV, Parquet, etc.) and transforming data for ingestion into the data warehouse
• Familiarity with CRM and ERP applications and their underlying data structures including Salesforce, NetSuite, Zuora, and Workday.
• Ability to translate between technical language and business language; will serve as an interface between the business and the data we provide
• Ability to prioritize incoming requests and set expectations with stakeholders
• A self-motivated individual and able to manage one’s own work to get projects over the finish line.
• Project Management experience with agile project management methodologies.
• Have experience working in an agile development environment.
  
  

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.