Senior Manager, CX Analytics

Responsibilities

• Define and standardize global CX performance metrics including contact center performance, quality assurance, and Voice of the Consumer
• Design and implement CX domain models and transformations using SQL, Snowflake, and dbt
• Build curated CX data marts and governed semantic layers to enable business self-service
• Embed AI/ML techniques into the analytics lifecycle, including anomaly detection and NLP for transcript theme extraction
• Partner with the Global Enterprise Data team to ensure data integrity and alignment with enterprise standards

Requirements

• 8–12+ years in Analytics with a strong focus on CX or Contact Center operations
• Advanced SQL expertise and strong Snowflake experience
• Hands-on experience with 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

Preferred Qualifications

• Experience operating within a centralized enterprise data platform
• Deep understanding of Contact Center Quality and Voice of Consumer metrics

About the Company

SharkNinja is a global product design and technology company with a diversified portfolio of lifestyle solutions, powered by the trusted brands Shark and Ninja.