Description:
We are looking for a Data Operations Manager in Lehi to help further develop and measure the customer experience delivered by our Customer Experience teams. In this role, you will work closely with the Customer Experience team, serving as a thought partner in coordinating and collaborating internally on the design, execution, and measurement of our customer experience. You will be responsible for driving the data and reporting strategy to help achieve our customer experience operational strategy.
Responsibilities
- People leader of the Data Operations team. Coach and develop a team of data analysts and BI developers. Drive employee engagement within the Data Operations team. Create an environment of development, growth and job satisfaction.
- Set the strategy for the Data Operations team. Work to understand the goals and objectives of Collective Health and the Customer Experience teams in order to translate how this informs the Data Operations team goals and objectives. Understand how requests fit in the broader priorities and how they should be prioritized.
- Drive the data and reporting strategy in Customer Experience as it relates to performance measurement and management strategy across Customer Experience. Work with various leaders across Collective Health and Customer Experience to ensure this strategy is clearly communicated. Ensure this strategy can scale as we grow the business.
- Determine what information the Customer Experience leaders need in order to manage their business and their employees. Proactively work to ensure that each team has this data and information.
- Create a strategy for ensuring that we have easy-to-use visualizations that are easy for all to quickly understand business and employee performance. Ensure teams have the ability to drill up and drill down on higher- and lower-level metrics.
- Work with various leaders across the organization to ensure performance standards are achieved.
- Be a thought leader in the organization on how data is stored and how data is governed. Ensure that there is metric governance.
- Understand the business requirements of the requests in order to prioritize them for the team.
- Create, prioritize and manage the product backlog of items the Data Ops team is working on to ensure it aligns with the goals and priorities of Customer Experience and Collective Health.
- Work with the ProdOps and Engineering team to ensure that we have access to all the data needed to manage performance. Ensure this data is kept up-to-date and there is a process for change management in place when source system data changes.
- Put in place processes to proactively monitor and measure data quality.
- Assist in reporting governance to ensure that reporting across Customer Experience metrics is consistent and well-defined. Be a thought leader in Looker governance to ensure that the right individuals have the right access to build, edit and view reports.
- Maintain an understanding of the various data sources and key data elements in each data source.
- Work to ensure that processes are well documented and followed across the team.
- Drive process improvements within the Data Operations team.
- Flexibility and adaptability as the list above is not all-inclusive and will evolve as our business continues to expand and evolve.
- Other duties as assigned
Qualifications
- 5-7 years demonstrated experience with the qualifications below
- Advanced demonstrated ability to collaborate and partner with various stakeholders.
- Strong people leadership skills with a demonstrated ability to develop team members and drive teams to delivering business results
- Ability to take broad company objectives and translate them into departmental objectives.
- Outstanding analytical and problem-solving skills, with proven track record to synthesize complex information into clear tangible recommendations
- Outstanding communication skills - both written and verbal - with comfort presenting to executive audiences and synthesizing complex information into concise communications.
- Advanced data analysis and data mining skills, including strong data visualization skills.
- Analytical, interpretive and problem solving skills, which require interpreting large amounts of data and its impact to operations, ability to consolidate and tell a story.
- Creative problem solving skills - proactive in finding solutions to high level and granular problems.
- Agility to navigate through ambiguity - comfortable with establishing new processes when gaps are present.
- Experience with data analysis / visualization tools (i.e., Looker, LookML, Tableau, Power BI, Presto SQL) to develop front-end report to meet the needs of end-users in a user-friendly way.
- Knowledge of data architecture, data warehouses, data lakes and data bricks
- Fluent in Microsoft and/or Google productivity software