Senior Manager, CX Analytics

About the role

The Senior Manager, CX Analytics role at SharkNinja is a CX-native analytics leadership position. This role sits at the intersection of Contact Center Operations, Voice of Consumer, Quality, and Enterprise Data Engineering. The incumbent will combine deep CX domain expertise with strong analytics engineering capability to engineer trusted CX datasets, standardize global CX metrics, enable structured business self-service, and embed AI to accelerate insight generation.

Responsibilities

• Define and standardize how CX performance is measured globally across various domains including Contact center performance, Quality assurance, Voice of the Consumer analytics, and operational backlog dynamics.
• Design and implement CX domain models and transformations within the enterprise Snowflake and dbt frameworks.
• Write advanced SQL (complex joins, window functions, performance optimization) and build and maintain dbt models aligned to enterprise frameworks.
• Standardize metric definitions, documentation, and lineage, refactor legacy reporting logic into scalable, governed data assets, and ensure testing, performance reliability, and production-quality code standards.
• Enable self-service analytics by designing curated CX data marts optimized for operational leaders, building governed semantic layers to prevent metric misinterpretation, enabling leaders to independently answer first-order questions, and reducing ad hoc reporting demand through reusable datasets and clear definitions.
• Create intuitive analytical pathways rather than complex drill-through journeys to achieve faster decisions without compromising data integrity.
• Embed AI into the CX analytics lifecycle to increase speed and depth of insight by using AI-assisted SQL and model development to accelerate delivery, applying anomaly detection techniques to CX KPIs and operational metrics, automating contact driver clustering and transcript theme extraction, leveraging NLP for Voice of Consumer categorization and insight discovery, deploying LLM-powered summarization to streamline executive reporting, and evaluating Snowflake-native AI capabilities for CX use cases.

Qualifications

• 8–12+ years in Analytics, with strong CX/Contact Center focus.
• Advanced SQL expertise.
• Strong Snowflake experience.
• Experience operating within a centralised enterprise data platform where domain teams contribute models within shared governance frameworks.
• Experience building governed data marts or semantic layers.
• Experience enabling structured business self-service analytics.
• Exposure to AI/ML techniques in analytics workflows.

What We’re Looking For

This role requires a CX-native analytics leader who understands contact center operations, VOC, and quality measurement. The ideal candidate will actively design and build SQL/dbt models while setting standards for CX analytics engineering, being curious, structured, and detail-oriented, and energized by building scalable systems and enabling others through self-service analytics.

Salary and Other Compensation

The annual salary range for this position is $130,000—$160,000 USD. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more.