Channel Insights Manager

Job Description

We are seeking a strategic, data-driven Channel Insights Manager to join our Operations and Supply Chain organization. This role is accountable for driving performance visibility, partner outcomes, and cross-functional alignment across our service and channel ecosystem.

The Channel Insights Manager plays a critical role in safeguarding service level agreements (SLAs), maintaining brand health, and translating performance insights into actionable strategies that improve customer experience, operational efficiency, and partner performance. Operating at a Functional Manager level, this role is responsible for delivering against departmental objectives, influencing cross-functional priorities, and guiding decision-making through advanced analytics, structured problem-solving, and stakeholder partnership.

What You'll Be Doing:

• Own end-to-end channel performance insights, including monitoring and analyzing SLAs, operational KPIs, and partner scorecards to ensure consistent performance against expectations.
• Translate data into actionable insights that inform business decisions, including identifying trends, root causes, and opportunities to improve cost, service levels, and customer outcomes.
• Establish and refine performance measurement frameworks that align with organizational priorities and drive accountability across internal and external stakeholders.
• Identify and diagnose complex operational issues impacting partner performance, brand health, or customer experience, and lead cross-functional efforts to resolve root causes.
• Develop and implement scalable solutions and process improvements that enhance efficiency, reduce variability, and strengthen channel execution.
• Proactively identify risks through sentiment tracking and performance analysis, and design mitigation strategies to protect brand standards.
• Serve as the primary insights partner and liaison between external channel partners and internal teams (e.g., Field Operations, Marketing, Supply Chain), ensuring alignment on goals, performance expectations, and improvement plans.
• Influence partner behavior and internal priorities through data-driven recommendations and structured action planning.
• Drive alignment across teams by synthesizing insights into clear, compelling narratives for leadership and stakeholders.
• Lead the development of performance action plans in response to partner feedback, SLA gaps, or emerging risks, ensuring clear ownership, timelines, and measurable outcomes.
• Track execution progress and hold stakeholders accountable to commitments, adjusting strategies as needed to deliver results.
• Contribute to departmental planning by identifying resource needs, prioritizing work, and aligning initiatives to strategic objectives.
• Establish best practices for insights generation, reporting, and stakeholder communication across the function.
• Coach and mentor team members or peers on analytical thinking, insight development, and effective stakeholder engagement.

Qualifications

• Bachelor’s degree with 5+ years of experience in operations, analytics, or partner/channel management
• Demonstrated ability to own business performance, identify root causes, and deliver measurable improvements.
• Strong understanding of operational workflows (e.g., claims/service lifecycle) and partner-driven customer experience impacts.
• Advanced analytical and problem-solving skills, with experience translating data into actionable insights.
• Proficiency in SQL, Tableau, Power BI or similar tools to analyze and communicate performance trends.
• Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Strong communication and relationship management skills, with experience working across internal teams and external partners.
• Ability to navigate ambiguity, prioritize effectively, and make decisions that impact team or functional outcomes.
• Deep understanding of customer experience principles and brand standards.