Manager Metrics & Analytics
About The Position
Optimum's Customer Experience FP&A team is looking for a Manager, Metrics & Analytics to lead the day-to-day execution of our metrics and analytics function. This role owns call metrics reporting, P&L Oversight related to metrics, and incentive modeling for our Care and Retention organizations — and plays a key role in formalizing the financial forecasting process that supports frontline operations. Reporting to the Sr. Director, Finance Operations, you will serve as a close partner to Care and Retention operations leaders, translating large volumes of operational data into forecasts and insights that drive real decisions. This is an opportunity to build a growing analytics function from the ground up, with a clear path toward owning an even broader forecasting process over time.
Requirements
- Bachelor’s degree in Accounting, Finance, or a related area required
- 4+ years of analytics, FP&A, or operations finance experience — ideally in a contact center or customer experience environment
- Strong analytical and modeling skills, with proficiency in Excel and experience building operational reporting
- Experience with call center metrics or operational KPIs (handle time, cost per call, volume forecasting)
- Highly effective with AI technologies, with demonstrated experience leveraging AI models and tools to drive efficiency in forecasting, reporting, and analysis
- High attention to detail with strong organizational skills and the ability to manage multiple recurring deliverables
- An effective communicator who can translate data into clear, actionable insights for operations partners
- Applicants must be authorized to work for ANY employer in the U.S.
Nice To Haves
- Experience in telecom or subscription services with exposure to disconnect or churn metrics
- Familiarity with workforce management or contact center forecasting tools
- Exposure to Care and/or Retention operations in a telecom or consumer services environment
Responsibilities
- Own daily call pacing reports and call metrics reporting — including cost per call, trending files, and operational dashboards.
- Lead call metrics guidance process, maintaining models and providing monthly variance analysis and narrative.
- Support incentive modeling for Care and Retention — building, maintaining, and updating models as program structures evolve.
- Partner with Workforce Management to coordinate business partner commitments and lock process.
- Maintain and continuously improve key reporting files and analytical infrastructure across the team.
- Partner with Care and Retention operations leaders to understand drivers and validate forecasting assumptions.
- Assist with strategic initiative reporting as needed, providing metrics and analytical support.
Benefits
- Pay is competitive and based on a number of job-related factors, including skills and experience.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
