Social & Guest Care Analytics, Associate Manager

Panda Restaurant Group•Rosemead, CA

95d•$90,000 - $126,500•Hybrid

About The Position

The Social & Guest Care Analytics, Associate Manager is responsible for unlocking insights across a broad and complex landscape of guest interactions. This position brings advanced analysis across three verticals: social care, contact center, and guest experience measurement programs (e.g., post-purchase surveys, mystery shops). With over 150,000 monthly touchpoints, this position transforms data into actionable insights that shape business decisions, influence operational improvements, and enhance the end-to-end guest journey. The Social & Guest Care Analytics, Associate Manager performs complex data analyses to identify insights and communicate them clearly to executive stakeholders.

Requirements

Bachelor’s degree in Data Science, Analytics, Statistics, Business, Computer Science, or related field.
5+ years of relevant experience in data analytics, business intelligence, or related roles, ideally within a service, retail, or customer care context; proven experience managing large-scale datasets and developing dashboards and reporting solutions, with experience working with VOC tools, contact center platforms, or social listening systems preferred
Successful completion of initial and periodically required trainings.
Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.

Responsibilities

Owns the extraction, transformation, loading (ETL), and cleansing of structured and unstructured data from multiple guest care platforms (social, contact center, VOC tools, survey systems). Builds, maintains, and optimizes pipelines for recurring and ad hoc data workflows that enable scalable analysis.
Designs and delivers intuitive dashboards and self-service tools for cross-functional stakeholders using Tableau, Power BI, or similar platforms. Maintains reporting cadence and accuracy across core performance metrics, service KPIs, and guest satisfaction trends.
Conducts in-depth analyses to identify root causes of guest sentiment trends, contact drivers, service quality issues, and sales impact. Performs cross-program analysis to uncover interdependencies and surface actionable opportunities for guest experience improvement.
Translates data into clear, compelling narratives and visualizations for executive-level presentations and business reviews. Partners with cross-functional teams to develop business cases or action plans stemming from data-driven insights.
Upholds data quality, integrity, and consistency across platforms and reporting environments. Supports the advancement of guest care analytics maturity by contributing to data definitions, documentation, and analytical standards.