Strategy & Analytics Manager - Customer Experience Efficiency

What You’ll Do

• Lead the customer experience efficiency strategy: Put in place the quantitative framework to measure efficiency and identify opportunities.
• Optimize growth opportunities and reduce inefficiency: identify high-spend/low-return areas, size opportunities, and lead cross-functional programs to remove, reduce, or reallocate spend; track benefits to the P&L.
• Own the multi-hundred million customer experience cost data platform end-to-end: define the model, build pipelines with Engineering/Analytics, and deliver accurate, near real-time views of cost, waste, and ROI.
• Attribute every dollar spent on customer experience: tie spend to policies, products, workflows and customer cohorts; reconcile with Finance to create one source of truth, available in real time.
• Turn policy into P&L: quantify the financial impact of operational and product choices; embed cost/benefit guardrails into planning, experimentation, and business cases.
• Bridge Operations and Finance: establish trust through crisp reconciliation, driver-based forecasting, and explainable variances – building confidence up to and including the CFO.

What You’ve Done

• 4-8+ years of experience in strategy, analytics, business operations, consulting or finance, ideally in a tech or marketplace environment; operating comfortably across business and Finance.
• Excellent analytical and technical skills: strong SQL proficiency and a solid understanding of database architecture; you wouldn’t be out of place on an Analytics Engineering team.
• Track record as a highly effective operator: Demonstrated success in owning cross-functional initiatives from concept through execution.
• Exceptional communication: You simplify complexity, write tight narratives, and present confidently to senior leadership (up to CFO/COO).

What We Offer

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes enticing stock incentives, aligning with our commitment to recognizing and valuing your contributions.
• Flexible Time Off: Embrace a healthy work-life balance with unlimited Flex Time Off, providing you the flexibility to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package, featuring 401k, and premium Health, Vision, and Dental Insurance options.