Manager - Customer Care & Customer Experience Analytics (8-15 yrs)

4 weeks ago

Anywhere in IndiaMultiple Locations iimjobs Full time

Who we are:

Vista's Engineering organization is working to make our company one of the world's most well-known and successful data-driven companies. The cross-functional team includes analysts, software and data engineers, architects, data scientists, product owners, and more - all passionate about providing Vista with solutions, insights and tools to develop products and services customer love. Vista Engineering team members are empowered to learn new skills, communicate openly and be active problem-solvers.

We work in close collaboration with our partners in the business, Customer Service, Expert (Design) Services, Product Development, and Marketing as we embark on an exciting journey to upgrade our customer service and customer experience with advanced analytics. Vista is a leader in custom designs and professional marketing for small businesses and offers phenomenal customer service. Our goal is to empower our teams with innovative data analytics solutions and actionable insights, enabling them to deliver an exceptional customer experience and drive continuous improvement.

What You Will Do:

- Be a central part of our mission to become the expert design and marketing partner for small businesses by helping teams across Vista to understand their impact on customer experience and how they can become more customer-centric.

- Manage a group of ~ 7 Senior and Lead Analysts who are part of 2 data product teams in the Customer CARE and Design Analytics area and guide their professional development through development plans, performance management, and on-the-job coaching.

- Drive functional excellence and best practices across the domain regarding the analytics way of working and results, like metrics definition, target definition, data modelling, data-driven operational performance management, quality assurance, and data visualization - leveraging an agile continuous improvement mechanism.

- Support and contribute to important projects in the domain and collaborate in a fast paced, agile environment that focuses on delivering customer value early and often.

- Collaborate with CARE, analytics, engineering, and other business colleagues from all over the world who understand the value of a truly diverse and cross-functional workplace. At Vista, your voice and expertise are heard

Your Qualifications:

- Passionate about developing people. Experience and strong focus on developing people, coach them to improve their performance, deal with issues constructively, and help them grow; help to establish a feedback culture.

- Passionate about data and technology. Strong Experience in SQL and in creating great self-service dashboards, e.g., in Tableau or Looker. Other programming languages/analytics platforms (e.g., Python, R, Google Analytics) and experience with hypothesis testing is a strong plus.

- Experience in driving functional excellence. Able to continuously improve processes, quality of data and analysis with the teams in the domain and with external data source providers.

- A resourceful and pro-active problem solver. Strong analytical thinking, excellent organizational skills, strong attention to detail, an ability to effectively deliver on projects and support multiple business partners as well as a drive to pro-actively see, follow-up, and resolve analytical problems.

- Customer focused and partnering with stakeholders. Ability to not just think about improving the end customer experience, but also to build intuitive analytics tools by partnering closely with the internal user - advising and educating them on data-related topics and help the team to develop and follow a data-driven approach to Product Development.

- Inquisitive by nature. Comfortable with exploratory analysis and statistical techniques and able to find meaningful patterns and trends in the data; ability to tackle complex problems, drawing inferences from data, and create workable solutions based on business rules.

- Experienced. Minimum 7 years of experience in analytics and analytics/people management, preferably in eCommerce environment. Bachelor's degree in Business, Mathematics, Statistics, Computer Science, Engineering, Economics or related field from a top-notch university. Experience in tech startups or management consulting and is a plus.

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