Analytics and Insight Manager, Customer Support
- Multiple Locations
- San Mateo
- 0 year(s)
- Not Available
Analytics and Insights Manager
GoPromakes it easy for people to celebrate and share experiences. We believe life is more meaningful when shared. We build cameras, software, and accessories that help the world share itself in immersive and exciting ways.
GoPro is a global movement whose business is driven by shared experiences. We celebrate diversity. We practice inclusion. We foster belonging. We demand equality. And we share the experiences of individuals and communities who also hold these values as core to who they are. From Sao Paulo to Munich, Silicon Valley to Shenzhen, we are dedicated to building a company that reflects and honors the diverse global communities where we live, work, and play.
The Analytics and Insights Manager will inform our decision-making on each line of business within Customer Support. This role will create forecasting and staffing models for our contact center teams (including internal teams and external vendors) in order to achieve a consistent customer experience across all channels. They will assess the engagement levels, effectiveness, and overall growth/utilization of our Customer Support tools and programs. Additionally, this role will help identify factors that are limiting program effectiveness, as well as features or functions that could help drive program effectiveness.
What You Will Do
Create and deliver data analytics and reporting across multiple Support teams, locations, and programs.
Build workforce management (forecasting, staffing and scheduling) plans and processes for multi-language, multi-channel outsource, and internal centers.
Identify and implement tools and technology to drive data collection, consolidation, and analysis in order to improve quality and efficiency.
Communicate key metric plans and report on program execution to various stakeholders, and continuously improve the planning and execution cycle.
Identify opportunities and lead projects to improve planning and program efficiency across all Support functions.
Shape a structured, standardized, and data-driven environment that is able to deliver both recurring and ad hoc reporting and insights based on the business needs.
Skills Were Stoked About
Bachelor's Degree in a quantitative field (Math, Stats, Finance) preferred.
5+ years of work experience in data analysis and capacity planning in a global customer support environment. Additional operations management and outsourcing experience a big plus.
Proficient in common workforce management systems, Microsoft Excel, and knowledgeable about popular Support systems.
Ability to work in a dynamic and fast-paced environment.
Excellent communication (speaking/listening/writing) skills are a must.
Proactive self-starter who works well independently as well as in a group.
Passionate about incredible customer experiences, hungry to create something new and different, and able to think outside-the-box while staying rooted in core fundamentals.
Fully-stocked kitchen with snacks galore
Live it. Eat it. Love it. Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Get your very own GoPro (Mounts and accessories included)
Discounted employee stock purchase plan (ESPP)
Discretionary Time Off
12 weeks paid Parental Leave for new parents
Medical, dental, and vision insurance premiums are 100% paid for employees, 80% paid for dependents
Life insurance and disability benefits
Employee commuter shuttles
GoPro is an Equal Opportunity Employer.