The Director, Care Analytics will serve as the strategic analytics partner to the SVP of Customer Care and their leadership team, responsible for turning support contacts into actionable insights
Job Summary
The Director, Care Analytics will serve as the strategic analytics partner to the SVP of Customer Care and their leadership team, responsible for turning support contacts into actionable insights.
This role will lead the evolution of the Care analytics function, establishing a culture of rigorous performance measurement and data governance, and partnering with Finance, Workforce Management, and Data Infrastructure to champion a KPI system.
Responsibilities include proactive strategy and vision, strategic leadership and influence, KPI governance and source of truth, actionable insights and ROI, team development, cross-functional collaboration, and operational rigor.
Matching Summary
The Director, Care Analytics will serve as the strategic analytics partner to the SVP of Customer Care and their leadership team, responsible for turning support contacts into actionable insights.
Salary
$204,000—$326,000 USD
Skills & Requirements
Must-have
Strategic analytics partner
Data governance and KPI system
Actionable insights and ROI
Customer support operations data
Nice-to-have
Forward-looking and innovative perspective
Data-driven prioritization frameworks
Cross-functional collaboration with Product/Engineering
Key Requirements
8-10+ years of experience in Analytics, Business Intelligence, or Data Science
4+ years of leadership experience managing analytics teams
Strong technical literacy in SQL and data visualization tools
Proven experience presenting to executive leadership
Experience working with customer data (Support, Service, Experience, CRM)
Bachelor’s Degree required; Master’s or MBA preferred