GBS Senior Manager - Analytics, Social Listening & Consumer Insights

Location: Mexico City, Antara Tower A, 5th Floor, Local Office

Company

hirify.global.

What you will do

• Lead the Analytics, Social Listening & Consumer Insights function across brand priorities, consumer experience, category performance, contact center performance, and business strategy.
• Own Contact Center Analytics, including reporting, service KPIs, channel behavior, root-cause analysis, opportunity sizing, and leadership-ready performance views.
• Lead Market and Consumer Insights covering social sentiment, brand engagement, ratings and reviews, share of conversation, trends, competitive comparisons, and digital-market signals.
• Manage and develop a team of five people, setting priorities and raising analytical quality standards.
• Connect data from Talkwalker, Salesforce, Sprout Social, Amazon Connect, Nichefire, Bazaarvoice, and other platforms.
• Build executive presentations and recommendations with projected sales upside, cost reduction, productivity, risk mitigation, reputational, or resource-allocation impact.

Requirements

• Experience leading analytics, social listening, and consumer insights work across operational and market data.
• Ability to work with high-volume data, multiple systems, different data structures, and end-to-end transnational operational flows.
• Strong analytical discipline, including assumption validation, source triangulation, impact logic, and recommendation rationale.
• Ability to translate complex databases into practical insights and concise business stories.
• Ability to partner with business leaders, operations, consumer advocacy, social listening, marketing, quality, digital, and cross-functional teams.
• Onsite work in Mexico City at Antara Tower A local office is required.

Culture & Benefits

• Cross-functional collaboration with business, operations, marketing, quality, digital, and consumer advocacy stakeholders.
• Focus on moving insights beyond dashboards into prioritized actions and measurable business results.
• Equal opportunity employment for underrepresented ethnic minority groups, women, veterans, individuals with disabilities, and other protected classes.