Manager, Customer Service Data Analytics

Job Description

WB Technology combines Warner Bros.' industry-leading technologists and disciplines to ensure global alignment with business strategy and accelerated delivery of innovative technology solutions studio- and industry-wide. From pre-production through archiving, the WBT organization will provide critical business and technology intelligence and services to all Studio business units. WBT manages the Studio's enterprise systems and solutions, emerging platforms, information security, consumer intelligence, content mastering and delivery, and more.

The Job

The Manager, Customer Service Data Analytics will be responsible for supporting and driving continuous improvement and process creation initiatives through data and insights. This Manager will be responsible for partnering with other CX process stakeholders and CX vendors as well as internal HBO MAX areas to gather and build reports and dashboards that allow a quick and accurate understanding of HBO Max from the eyes of CX processes and end-user communication, highlighting trends and general sentiment from the market to propose action plans that improve consumer perception. Building reports, dashboards and general documents, would be crucial as expected output of Data Analytics Manager processes.

Job Description
• Serves as the expert in understanding the relationship between subscriber behavior and every-changing market conditions and apply insights to help drive new opportunities across Support services, content and product
• Has a clear understanding of the consumer needs and work with other analysts and data scientists across the company to find methods for improving the consumer experience, increase retention and engagement, improve conversion rates and maintain continuous improvement on service processes and KPIs
• Partners closely with Data Insights and Planning, Research, Content Experience, Marketing and Product Teams to identify growth levers and signals
• Introduces and gains alignment of analytical models and Contact Center and Product metrics to assess performance of Service Processes including Resolution Rates, Average Handling Time, Customer Satisfaction (at all levels defined), Escalation Processes, Help Center Quality, Process Quality and Accuracy to better understand the impact of Service and Resolution Processes in the short, mid and long term.
• Partners with data and engineering teams to ensure proper and timely data flows in analytics systems as well as for the development of dashboards and and reporting tools
• Performs A/B iterative experimentation and other testing initiatives 
• Consolidates reports and analysis for MBR and QBR to be presented to leadership

Essentials
• 5-7 years of experience in a Customer Service/ Contact Center analytics, data or business intelligence role, preferably
• Bachelor's Degree in Business, Computer Science, Marketing, Mathematics, or related field is required
• Experience with CRM (email) platforms and marketing performance platforms such as BI, SalesForce, Oracle, TweetDeck, Digital Store Consoles, etc
• Strong analytical skills are required, including the ability to analyze raw data, draw conclusions, and summarize actionable
• Intermediate to strong technical skills; including experience with SQL, data mining, and designing analytics data layers
• Must have strong written and oral communication skills - particularly within large organizations. Must be comfortable managing projects and timelines
• Available for traveling
• English and Spanish are required. Portuguese would be preferred as third language.

Jobcode: Reference SBJ-dyxwpq-3-141-27-244-42 in your application.