7 days old

Director of Reporting and Analysis- Customer Care

Norwalk, CT 06854
  • Job Code

Director of Reporting and Analysis - Customer Care

Norwalk, CT

Job Description

Customer Care is all about providing great customer service in a cost effective way. In order to accomplish this goal, the Customer Care team needs accurate and insightful reporting and analysis of data. Customer Care is a business function that is blind without this information to direct activities and decisions.

Reporting to the SVP, Customer Care, the Director of Reporting and Analysis will lead a team of her/himself and two others in providing the accurate reporting and analysis necessary to support the Customer Care team strategy and decisions that the 35 member CC team undertakes.

The successful candidate needs to be comfortable and capable working in a data intensive environment, and with the ability to turn data into insights and knowledge. She/he must be a capable people manager who can not only direct the team, but educate the team to make them better. She/he must have a general business mindset to understand how the reporting and analysis apply to the CC business needs. Importantly, she/he will need to have the ability to communicate well and build partnerships with teammates as a service provider to internal customers within the CC team and into other teams. A drive to succeed and a willingness to put in a full effort is a must.

This position plays requires both business insight and technical know-how in a variety of areas including Reporting Tools, data analysis methods, and strong SQL/database skills. This includes requirements gathering, investigating data and solution alternatives, working with other team members to design solutions, detailing source to target mappings or developing prototype code, quality assurance testing and working with team resources to implement final work.

The position requires both understanding how to design regular reports plus performing in-depth ad-hoc data analysis. This role serves as the lead subject matter expert for data analysis and reporting for the Customer Care team. The candidate will understand and anticipate business priorities and the required reporting and information/data needs. They will design and deliver high quality, professional business reporting across the organization - from frontline to executive leadership. They will organize, integrate, and analyze large amounts of data and think strategically to draw out big picture conclusions, correlations, and recommendations from data. They will also identify and analyze data/trends, building correlations between operational metrics that drive both strategic and tactical opportunities. Additionally, they will perform sampling/data mining analysis to identify root cause behind trends and understand drivers which impact the business KPIs.

Required Skills and Experience

  • Able to bridge business and technical domains with an interest/ability to learn new technologies and business models
  • Experience working with business customers understanding both stated and unstated requirements - Eliciting, organizing, and then translating and simplifying requirements - Requirements management and communication
  • Demonstrated ability to learn new data subject areas quickly
  • Strong, hands-on SQL development, preferably with Oracle, but other relational databases are OK
  • Experience designing or actively participating in the design of data solutions
  • Strong, hands on database experience
  • Experience working with Hadoop preferred
  • Experience with Tableau reporting tools
  • Ideally, candidate should have experience in one or more of the following; Business Forecasting, Customer Analysis, Travel Industry, Web Site Analysis, or Management Reporting
  • Demonstrated expertise with data and processes (data management, programming, statistics)
  • Strong written and verbal communication skills
  • Understanding of systems and database concepts
  • Business Case development
  • Modeling techniques and methods
  • Leadership
  • Ability to think critically, does what is being requested make sense, are there better ways to implement something, what is really being asked for, etc.
  • Strong need for completion, with an ability to work around/through impediments
  • Constructive in working with others
  • Takes responsibility for results, "owning" assignments and projects
  • Committed to high quality results with capability to QA own work
  • Experience leading and managing Team members


  • Bachelors in Computer Science, Engineering, Statistics or a similar fieldand at least 5 years of experience - Master's Degree a plus


  • Customer Service
  • Engineering

Featured Jobs

Career News

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Director of Reporting and Analysis- Customer Care

Randstad Technologies
Norwalk, CT 06854

Share this job

Director of Reporting and Analysis- Customer Care

Randstad Technologies
Norwalk, CT

Separate email addresses with commas

Enter valid email address for sender.

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast