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A leading international healthcare equipment manufacturer with multiple North American operations seeks a Data-Driven Customer Experience Analytics Manager to lead their support team through analytical process improvement and operational excellence. The ideal candidate will leverage advanced data analysis skills to identify efficiency gaps, bring in streamlined workflows, and drive continuous improvement across customer-facing functions. This opportunity offers the chance to transform service operations through innovative analytics while managing a dynamic team responsible for project management, order processing, and customer experience.
Responsibilities:
- Drive process excellence through data analytics, root cause investigation, and system optimization
- Oversee data integrity and process compliance within the customer support operation
- Extract insights from ERP/CRM systems using advanced Excel, Power BI, and SQL techniques
- Identify operational inefficiencies and process gaps through comprehensive data analysis
- Create and maintain performance dashboards with critical service metrics and KPIs
- Implement process improvements based on quantitative operational insights
- Collaborate across departments to optimize order management workflows
- Develop automated solutions to enhance data accuracy and operational efficiency
- Apply analytical techniques to forecast capacity needs and manage service backlogs
- Lead data-driven customer satisfaction initiatives and continuous improvement efforts
Requirements:
- Bachelor's degree in Operations, Business Analytics, or related field
- 5+ years managing teams in service operations or similar environments
- Expert-level skills in data manipulation, pivot tables, and business intelligence tools
- Strong background in identifying process inefficiencies through statistical analysis
- Proven experience optimizing workflows using quantitative methodologies
- Ability to translate complex data findings into actionable operational strategies
- Experience with process automation and operational control systems
- Exceptional analytical problem-solving and cross-functional communication skills
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