Senior Manager, Analytics (Customer Care)

📋 Description

• Steward and publish weekly business reviews with commentary.
• Flag metric movements; advise investigation, monitoring, or backlog.
• Lead weekly metrics review for leadership; identify retention gaps.
• Manage report stewardship transitions; ensure continuity.
• Run weekly Care Analytics backlog with stakeholders.
• Coach and develop a team of analysts; build skills.

🎯 Requirements

• 6+ years analytics experience, with 2+ years managing analysts.
• Expert-level SQL and BI tools (Looker preferred); build complex metric logic.
• Experience with retention/cohort analysis, churn modeling, or marketplace analytics.
• Strong statistical judgement; regression; structured investigations.
• Exceptional written and verbal communication; stakeholder-ready commentary.
• AI-first mindset; leverage tools to increase efficiency.

🎁 Benefits

• Salary band: $155,000-$210,000; commensurate with experience.
• Competitive year-end bonus and equity package.
• Full medical, dental, vision coverage.
• Flexible vacation policy; take time when you need it.
• Pet discounts and 401K retirement match.
• Opportunity to work with sharp, motivated teammates solving big challenges.