Consumer Group Expert Services Operations - Insights & Analytics

About the role

The Expert Network's ability to make smart, fast decisions depends on having the right data, structured the right way, reaching the right people at the right time. The Expert Network Center of Excellence (COE) is responsible for owning that measurement layer: defining what gets tracked, how it gets interpreted, and how it flows to the leaders and teams who need it to act. As our Insights & Analytics lead, you'll own the direction and delivery of reporting and measurement frameworks across the Expert Network.

Responsibilities

• Own the direction and delivery of COE and Service Delivery reporting, defining what gets measured, how it's interpreted, and how it reaches Service Delivery leaders in a form they can act on.
• Partner with Data Science and Analytics on tooling, owning the business requirements and the output.
• Consolidate and standardize reporting across the Expert Network, driving parity across reporting that currently exists in inconsistent form across Service Delivery teams.
• Identify gaps in data availability and partner with Data Science and Analytics and technology teams to close them.
• Drive consolidation and standardization of metrics across 9+ specialty expert teams currently operating with inconsistent measurement.
• Collaborate with Expert Experience on the strategy layer, framework design, and ensuring what flows to managers and experts reflects COE's standards and priorities.
• Partner with the Performance & Incentive Operations function on reporting requirements that feed into KPI frameworks, ratings, and incentive structures.
• Translate complex data into narratives that reach all Service Delivery leaders and COE leadership clearly and compellingly, surfacing the right signals at the right time.

Qualifications

• 5–7 years of experience in analytics, insights, business intelligence, reporting, or strategy and operations, with experience supporting customer success, service delivery, or large workforce organizations preferred.
• Demonstrated experience building or improving reporting infrastructure, dashboard frameworks, or measurement standards at scale, with ownership of business requirements and output quality.
• Familiarity with data visualization platforms, workforce analytics tools, or expert/advisor performance measurement a plus.

Skills

• Customer-Centered Mindset: understands that the right data, delivered clearly, enables Service Delivery leaders to make decisions that improve expert and customer outcomes.
• Customer Insight & Understanding / Analytical Thinking: defines what gets measured and why across COE and Service Delivery, synthesizes data from multiple reporting streams to surface trends, gaps, and opportunities that drive strategic and operational decisions.
• Connect Strategy with Execution: connects COE's measurement priorities to Service Delivery operational outcomes, ensuring reporting infrastructure serves strategic direction.
• Leadership & Collaboration: strong cross-functional partnership with Data Science and Analytics, technology teams, Expert Experience, and the Performance & Incentive Operations function.
• Execution Orientation: proven ability to manage multiple workstreams in a fast-paced, seasonal environment, delivering measurable business impact.

Pay

The expected base pay range for this position is: San Diego $137,500 - $186,000, Mountain View, CA $147,500- $199,500, New York $131,500- $178,000.