Manager, Analytics Services – Consumer Experience, Call Center

Job Description:

• Defines consumer and patient experience analytic requirements in partnership with business and clinical leaders.
• Aligns analytic strategies with enterprise goals, leading projects from conception to execution using Agile methodologies.
• Designs, develops, and implements scalable analytical solutions leveraging Databricks, Power BI, Tableau, and other enterprise tools.
• Translates complex data into actionable insights, dashboards, and visualizations for diverse audiences.
• Identifies and implements process enhancements to improve the customer journey, call center performance, and clinical quality metrics.
• Champions change management best practices to embed analytics-driven improvements across business units.
• Builds effective relationships with internal and external partners, driving consensus and stewardship of analytic priorities.
• Communicates findings and recommendations to executive leadership in a clear, actionable manner.
• Manages and mentors analytic staff, fosters a culture of continuous learning and professional growth.
• Oversees vendor relationships, including contract negotiation and management.
• Oversees a portfolio of analytics projects, ensuring timely delivery using established project management methodologies.
• Coordinates cross-functional teams to meet milestones, deliverables, and customer service targets.
• Ensures analytic solutions support regulatory compliance and clinical quality reporting, applying quantitative research design and rigorous analytic standards.

Requirements:

• 5+ years of experience in the Clinical/Business Sectors (Required)
• 5+ years of experience in Healthcare (Required)
• Proficiency with Agile frameworks, Databricks, Power BI, Tableau, and other modern analytics and visualization tools strongly preferred
• Demonstrated experience in project management and quantitative research design, preferably within healthcare, consumer experience, or call center domains.
• Proven success in process improvement, stakeholder management, team development, and change management initiatives.

Benefits:

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000
• Reimbursement for certifications and free access to complete CEUs and professional development
• Pet Insurance
• Legal Resources Plan
• Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

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