Analytics Manager

Description:

Responsible for defining, enforcing and promoting policies and programs to ensure best in class Customer Experience and hence drive Customer Satisfaction across our marketplace business.

Core Functions include:

• Design and build reports, scorecards and dashboards
• Data mining including heavy text mining for gaining insights from text
• Generate insights, trends and actionable recommendations, leading to implementation of initiatives and projects
• Ability to build relationships and work cross functionally within partners teams (including Business Intelligence, Customer Care, Customer Experience, Business Units)

Position Description

• This position is responsible for the operation of a department.
• An individual in this position will be expected to perform additional job related responsibilities and duties as assigned and/or necessary.
• Manages the development and execution of cross-functional projects (for example, systems, reporting, analytics) and analytics initiatives for Global Marketplace by partnering with business to determine needed capabilities to support global business strategies
• Evaluating existing systems capabilities and identifying strategic gaps
• Determining systems solutions that are sustainable
• Developing project plans based on business needs
• Working with project stakeholders to ensure alignment on project strategy and results
• Driving projects to completion and presenting results to leadership.
• Analyzes and interprets information to improve business efficiency and effectiveness by identifying industry data trends (for example, reputational metrics, seller scorecard indicators) and benchmarks
• Designing, coordinating, and implementing new reporting, analysis, and data-management solutions
• Providing guidance and advising on next steps based on insights objectives and research
• Proposing improvements for strategic and tactical initiatives (for example, driving experience scores, increasing reputation measures) and promoting the application of insights to support departmental and leadership decisions and goals