Senior Manager, CX Analytics (AI)

TL;DR

Senior Manager, CX Analytics (Snowflake/dbt): Leading the CX data capability to build scalable, AI-enabled analytics that power operational excellence across the global Consumer Experience organization with an accent on metric standardization, data engineering, and self-service enablement. Focus on designing durable data products, integrating LLMs for insight acceleration, and optimizing CX operational decision-making.

Location: United States

Salary: $130,000 - $160,000 USD

Company

A global product design and technology company with a diversified portfolio of lifestyle solutions under the Shark and Ninja brands.

What you will do

• Define and standardize global CX performance metrics including contact center KPIs, quality assurance, and Voice of the Consumer analytics.
• Design and implement CX domain models and transformations using SQL, Snowflake, and dbt.
• Build curated data marts and governed semantic layers to enable structured business self-service and reduce analyst dependency.
• Embed AI and NLP techniques for anomaly detection, contact driver clustering, and LLM-powered executive reporting.
• Collaborate with the Global Enterprise Data team to align CX data with enterprise governance and architecture standards.

Requirements

• 8–12+ years in Analytics with a strong focus on CX and Contact Center operations.
• Advanced expertise in SQL and hands-on experience with Snowflake and dbt model development.
• Proven track record of building governed data marts or semantic layers for business self-service.
• Experience operating within a centralized enterprise data platform with shared governance frameworks.
• Exposure to AI/ML techniques within analytics workflows.
• Must be based in the United States.

Culture & Benefits

• Comprehensive health coverage including medical, dental, and vision insurance.
• Financial security via 401(k) retirement plan with matching and employee stock purchase program.
• Flexible spending accounts and Health Savings Accounts (HSA) with company contributions.
• Generous paid time off, company holidays, and parental leave.
• Additional perks such as pet insurance, pre-paid legal insurance, and product discounts.