Social & Guest Care Analytics, Associate Manager

Job Responsibilities

• Owns the extraction, transformation, loading (ETL), and cleansing of structured and unstructured data from multiple guest care platforms (social, contact center, VOC tools, survey systems).
• Buils, maintains, and optimizes pipelines for recurring and ad hoc data workflows that enable scalable analysis.
• Designs and delivers intuitive dashboards and self-service tools for cross-functional stakeholders using Tableau, Power BI, or similar platforms.
• Maintains reporting cadence and accuracy across core performance metrics, service KPIs, and guest satisfaction trends.
• Conducts in-depth analyses to identify root causes of guest sentiment trends, contact drivers, service quality issues, and sales impact.
• Performs cross-program analysis to uncover interdependencies and surface actionable opportunities for guest experience improvement.
• Translates data into clear, compelling narratives and visualizations for executive-level presentations and business reviews.
• PARTNERS WITH CROSS-FUNCTIONAL TEAMS TO DEVELOP BUSINESS CASES OR ACTION PLANS STEMMING FROM DATA-DRIVEN INSIGHTS.

Data Governance & Best Practices

• Holds data quality, integrity, and consistency across platforms and reporting environments.
• SUPPORTS THE ADVANCEMENT OF GUEST CARE ANALYTICS MATURITY BY CONTRIBUTING TO DATA DEFINITIONS, DOCUMENTATION, AND ANALYTICAL STANDARDS.

How We Reward You

• Hybrid Work schedule
• 401K with company match
• Yearly bonus opportunity
• Full medical, dental, and vision insurance
• On-site fitness center, biometric screen, and flu shot clinic
• Discounts at Panda restaurants, theme parks, and gym memberships
• Paid time off starting at 15 days with 7 federal holidays
• Continuous education assistance and scholarships
• Income protection including Disability, Life and AD&D insurance
• Bereavement leave
• Benefits available for eligible permanent full time associates

Background & Experience

• Bachelor’s degree in Data Science, Analytics, Statistics, Business, Computer Science, or related field.
• 5+ years of relevant experience in data analytics, business intelligence, or related roles, ideally within a service, retail, or customer care context; proven experience managing large-scale datasets and developing dashboards and reporting solutions, with experience working with VOC tools, contact center platforms, or social listening systems preferred.
• Successful completion of initial and periodically required trainings.
• Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.

Pay Range

Pay Range: P3: $90,000 - $126,500 / Annual Within the range, individual pay is determined using various factors, including work location and experience.

About the Role

The Social & Guest Care Analytics, Associate Manager is responsible for unlocking insights across a broad and complex landscape of guest interactions. This position brings advanced analysis across three verticals: social care, contact center, and guest experience measurement programs (e.g., post-purchase surveys, mystery shops). With over 150,000 monthly touchpoints, this position transforms data into actionable insights that shape business decisions, influence operational improvements, and enhance the end-to-end guest journey.

Qualifications

Master’s degree in Data Science, Analytics, Statistics, Business, Computer Science, or related field.

Skills

Advanced proficiency in Tableau, Power BI, SQL, Python, R, and other relevant programming languages.

Benefits

Flexible work schedule, comprehensive health benefits, and a variety of perks including discounts at Panda restaurants, theme parks, and gym memberships.

Schedule

Hybrid work schedule.