Business Intelligence Manager

Zillow

1d • $94,000 - $158,100 • Remote

About The Position

As a Business Intelligence Manager, you’ll play a central role in shaping how Customer Experience Operations uses data to manage performance, identify opportunities, and scale what works across the customer journey. You’ll own the core business intelligence assets, reporting, and visualizations that translate complex operational data into clear insights used by CXO leaders to run the business—spanning volume, efficiency, quality, and customer outcomes. This includes building and stewarding data pipelines, defining and maintaining metrics, and delivering executive-ready dashboards that support operational reviews and decision-making. You’ll partner closely with analytics, data engineering, and operations teams to ensure CXO data is accurate, consistent, and trusted, while laying the groundwork for future initiatives such as automation, experimentation, and AI-enabled customer experiences.

Requirements

• 8+ years of experience in Business Intelligence, Analytics Engineering, or related analytical roles with hands-on ownership of data models and reporting assets.
• 4+ years of experience writing and optimizing complex SQL, including multi-CTE transformations, window functions, and large-scale joins.
• 4+ years experience with Tableau or related visualization tools
• Strong experience building Tableau dashboards backed by well-structured semantic layers, not just ad hoc queries.
• Solid understanding of ETL / ELT workflows, data pipelines, and how data moves from source systems to analytics layers.
• Experience working with APIs or operational system data, and the ability to reason about source data structure, refresh patterns, and data quality risks.
• Proven ability to define, document, and govern business metrics and metadata used by senior leadership.
• Comfortable navigating ambiguity in data and systems, and driving clarity through structured analysis and cross-functional collaboration.

Nice To Haves

• Experience supporting customer experience, contact center, or operational organizations
• Familiarity with customer support or CRM platforms (e.g., Salesforce, contact center systems)
• Experience building data assets that support experimentation, automation, or AI use cases
• Exposure to governed metrics, standardized reporting, or enterprise BI environments

Responsibilities

• Design, build, and own complex business intelligence datasets, semantic layers, and Tableau dashboards that model CXO performance across volume, efficiency, quality, and customer outcomes.
• Partner closely with data engineering to define data contracts, source system integrations, and transformation logic, ensuring reliable, scalable pipelines from operational systems (e.g., CRM, contact center platforms).
• Write, optimize, and maintain advanced SQL transformations (CTEs, window functions, performance-tuned queries) used in production reporting and analytics.
• Establish and steward a clear metric taxonomy and metadata framework, including definitions, documentation, and ownership used consistently across operational and executive reporting.
• Perform data validation, reconciliation, and root-cause analysis to ensure accuracy, consistency, and trust in CXO reporting.
• Design BI assets that support downstream use cases, including experimentation, automation, and AI-enabled customer experience initiatives.
• Create executive-ready dashboards and narratives that translate complex operational data into clear insights, risks, and opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed