Business Intelligence Manager

Responsibilities

• Own and maintain core KPI dashboards and data infrastructure to provide visibility into operational performance across Trust & Safety and Customer Experience.
• Build and deliver Monthly Business Review (MBR) data, QBR metrics, and financial analysis for stakeholders ranging from individual contributors to senior managers.
• Develop cost and demand forecasting models to inform vendor staffing, budget planning, and capacity allocation.
• Partner with Data Science, Community Health, and engineering teams to maintain data sources and ensure scalable dashboard infrastructure.
• Track the impact of AI automation programs on operational volumes, costs, and capacity.

Requirements

• 3+ years of experience in business intelligence, data analytics, or operational reporting in a cross-functional environment.
• Proficiency in SQL and expertise in at least one data visualization tool (e.g., QuickSight, Tableau, or Looker).
• Demonstrated ability to build and maintain reporting infrastructure used for organizational decision-making.
• Experience with cost modeling, demand forecasting, or workforce management analytics.
• Strong written and verbal communication skills with experience presenting findings to senior leadership.

Preferred Qualifications

• Experience in Trust & Safety, content moderation, or platform integrity.
• Familiarity with vendor/BPO operations, including SLA management and capacity planning.
• Experience quantifying the impact of automation or AI initiatives on operational costs.
• Ability to structure undefined data problems into clear analytical frameworks.

Benefits

• Medical, Dental, Vision, and Disability Insurance.
• 401(k) with company matching.
• Maternity and Parental Leave.
• Flexible PTO.
• Amazon Employee Discount.

About the Company

Twitch is the world’s leading live streaming service, hosting global communities centered around gaming, entertainment, music, sports, and more. We are dedicated to empowering live communities through collaboration and innovative problem-solving.