Manager of Data Analytics

Job Summary The Manager of Data Analytics leads a team of Analytics professionals who generate insightful, relevant, and actionable insights supported by data, primarily focused on improving the customer experience.
A successful Manager will bring deep expertise in data analytics technology and methods with a passion for leveraging those tools to solve business problems.
He/she will thrive as much on collaborating with the team on technical details as delivering a presentation of insights to executives.
The Manager will drive work that provides valuable research to leaders both within and outside of the Customer Service department and advocate for recommendations to be implemented.
Key Job Responsibilities Impact on Business o Establish and manage the operational processes that result in quality output with high efficiency o Establish and maintain the pipeline of work for the group o Contribute to process development between partner teams (reporting, strategic initiatives, etc.
) o Establish necessary level of consistency to output while continually gathering and incorporating feedback in order to advance value of output o Interface with Senior Leadership to evaluate requests - understand need, clarify scope, estimate work effort, define clear deliverables, and determine resource requirements o Regularly meet with internal customers to understand their challenges and gather feedback on the performance of the team and deliverables.
o Proactively communicate project status, completion, obstacles and accomplishments to customers and senior management.
o Track and prioritize all assignments and ad hoc analysis requests o Balance workload across team members Innovation and Change o Provide leadership and subject matter expertise on data analytics best practices and standards o Vet team's work for accuracy and quality o Ensure calculations, approach, and data behind analysis is sound o Become familiar with the information and data needs of the operations teams and understand their objectives and the issues they face.
o Network with Staples data community, understand available new technologies, make connections for team o Research and leverage new/better technologies, techniques, methods o Active in industry groups, stay current on trends People Leadership o Lead a team of 4-8 Analytics professionals o Coach, supervise and mentor staff o Conduct full performance appraisals, create and manage development plans, and provide regular feedback o Review and approve pay actions for direct reports o Make hiring and termination decisions o Assimilate new resources into the team Business Strategy o Drive the Customer Service organization towards realizing a frictionless customer experience and operational efficiency o Be a thought leader on which metrics measure progress towards strategic objectives o Facilitate metric definition process with Senior Leadership and gain consensus on measurement objective and approach o Establish and support a suite of metrics that measure the customer experience o Partner with reporting resources to define, create, test, and deploy reports/scorecards/dashboards of these metrics o Collaborate with colleagues to drive wide acceptance and distribution of the metrics and associated analysis o Identify analysis that will provide deeper insight and leverage team to execute KPIs- Key Performance Indicators o Quality and quantify of actionable insights and research o Less tangible metrics include:
requests for research into customer experience in a certain area from another department, implementation of recommendations by other departments, business cases for significant customer experience changes funded and prioritized, positive feedback from customers via surveys, etc.
Qualifications Education/Experience Equivalent (minimum requirements) Basic Requirements:
o Bachelor's Degree in an analytical field (mathematics, engineering, finance, industrial engineering, applied economics, accounting, computer science or other related field) preferred o Previous experience leading/managing a technical team.
Effective problem solving skills to resolve day to day operational and employee issues.
Ability to coach and develop a technical team.
o Prior experience in an analytical role utilizing advanced quantitative analysis skills o Hands-on experience with statistical methods, tools, and and software (R, Rapid Miner, STATA, or SAS), data extraction (e.
g.
SQL), and data visualization (e.
g.
Tableau) o Experience communicating complex topics clearly and effectively to a non-analytical audience Preferred Requirements:
o Big data technology experience (e.
g.
hadoop) o Master's degree o Contact Center experience

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