Senior Manager, Cx Analytics

Sharkninjaoperatingllc

United States, United States
On-site
Cx analytics strategy & metric standardization
Cx data engineering (sql, snowflake, dbt)
Enable self-service analytics
SharkNinja is seeking a Senior Manager of CX Analytics to lead the development of AI-enabled analytics for their global Consumer Experience organization. The ideal candidate will possess extensive experience in contact center operations and analytics, with a strong focus on data engineering and the ability to standardize metrics and enable self-service analytics

Job Summary

  • Lead our CX Data capability and build scalable, AI-enabled analytics that power operational excellence across our global Consumer Experience organization.
  • Define and standardize how CX performance is measured globally across contact center performance, quality assurance, voice of consumer, contact drivers, and cost-to-serve.
  • Embed AI into the CX analytics lifecycle to increase speed and depth of insight, including anomaly detection, contact driver clustering, and NLP for insight discovery.

Matching Summary

Match Score: 85

SharkNinja is seeking a Senior Manager of CX Analytics to lead the development of AI-enabled analytics for their global Consumer Experience organization. The ideal candidate will possess extensive experience in contact center operations and analytics, with a strong focus on data engineering and the ability to standardize metrics and enable self-service analytics.

Skills & Requirements

Must-have

  • CX Analytics Strategy & Metric Standardization
  • CX Data Engineering (SQL, Snowflake, dbt)
  • Enable Self-Service Analytics
  • AI-Enabled Insight Acceleration
  • Voice of Consumer analytics
  • Contact center performance metrics

Nice-to-have

  • AI-assisted SQL development
  • NLP for Voice of Consumer categorization
  • LLM-powered summarization
  • Snowflake-native AI capabilities

Key Requirements

  • 8–12+ years in Analytics with strong CX/Contact Center focus
  • Deep experience in Contact Center operations, Quality, and Voice of Consumer
  • Advanced SQL expertise
  • Strong Snowflake experience
  • Hands-on dbt model development
  • Experience building governed data marts or semantic layers
  • Experience enabling structured business self-service analytics
  • Exposure to AI/ML techniques in analytics workflows

Work Rights

Not specified

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