Sr Manager Business Intelligence and Reporting (Remote from Massachusetts)

Jobgether-posted 1 day ago
$139,700 - $200,000/Yr
Full-time • Manager
Remote
11-50 employees
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In this role, you will lead the design and execution of business intelligence and reporting for client operations, providing strategic insights that drive operational performance and enhance customer experience. You will manage a small team of analysts while serving as a key partner to leadership across Product, Technology, Finance, and Client Operations. This role combines hands-on data analysis, executive-level reporting, and strategic influence, ensuring that insights are translated into actionable decisions. You will shape BI frameworks, improve data accessibility and accuracy, and oversee forecasting and trend analysis. The ideal candidate thrives in a fast-paced environment, enjoys mentoring, and has a strong track record of turning complex data into strategic business outcomes.

  • Lead and manage a small team of analysts, providing coaching, guidance, and oversight to ensure high-quality reporting and analysis.
  • Develop and maintain reporting frameworks that track customer support trends, operational performance, and KPIs across Lodging, Rental Car, and Flight verticals.
  • Deliver executive-ready analyses and recommendations that inform business strategy, operational improvements, and customer experience initiatives.
  • Partner cross-functionally with leadership in Product, Technology, Finance, and Client Ops to prioritize initiatives, address customer friction points, and drive ROI-based decisions.
  • Ensure the accuracy, usability, and accessibility of operational and strategic reporting, supporting day-to-day performance management and long-term planning.
  • Monitor trends in customer experience metrics and operational KPIs, providing actionable insights to improve performance and customer satisfaction.
  • Bachelor’s degree required; advanced degree preferred.
  • 8+ years of experience in business intelligence, analytics, or operations strategy, ideally within consulting, technology, finance, or customer operations.
  • 2+ years of people management experience, with the ability to mentor and develop analysts or BI team members.
  • Strong knowledge of contact center KPIs, Voice of Customer programs, and customer experience analytics.
  • Proven ability to simplify complex data into actionable insights with clear business impact, and communicate effectively with senior leadership.
  • Advanced proficiency in Excel, SQL, and presentation tools, with experience in BI platforms such as Looker, Tableau, or similar.
  • Strong project management skills, capable of managing cross-functional stakeholders and delivering results on time.
  • Attention to detail and analytical rigor, paired with executive-level storytelling and presentation skills.
  • Experience in hospitality, travel, or tech-enabled service industries
  • Lean Six Sigma or process improvement expertise
  • experience building data pipelines or ETL processes
  • Competitive base salary range of $139,700–$200,000 USD, with potential equity or variable pay.
  • Comprehensive health benefits including medical, dental, and vision coverage.
  • Flexible work environment, including hybrid and fully remote options.
  • Generous paid time off policies and company-wide shutdown weeks for self-care.
  • Professional development opportunities and employee resource groups promoting inclusion and community.
  • Tools and support to set up an effective home office or workspace.
  • Wellness initiatives and events, including mental and physical health resources.
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