Senior BI Manager, Customer Experience

GoodRx is America’s healthcare marketplace. Each month, millions of people visit goodrx.com to find reliable health information and discounts for their healthcare — and we’ve helped people save over $60 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.
Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.
About the RoleThe Senior BI Manager, Customer Experience will support the Customer Service & CRM Team in the strategy, optimization, and reporting of new and ongoing initiatives. In this role, you will partner with the leadership and stakeholders to enrich our data infrastructure and develop innovative new methods of measuring performance, and leverage data and analytics to drive revenue and increase efficiencies. 
We are looking for someone with advanced technical skills who also has experience using strategic thinking to create and transform complex analyses into actionable insights, and lead data-driven solutions that improve the customer experience.  
An ideal candidate will be a self-motivated, independent problem solver who is highly analytical, experienced with data, and excited to drive results.

Responsibilities:

• Partner with leaders across the team to understand BI needs to support strategy planning, new initiatives, and ongoing operations. Own ideation and execution of data-driven solutions.
• Oversee team to meet BI needs across the department. Determine roles and responsibilities. Coach team members to higher levels of performance and execution.
• Partner with data and engineering team to develop backend data sources that fuel reporting and query optimization.
• Proactively identify opportunities to improve structured data, data hygiene, and broader insights.
• Partner with leadership to support ongoing business operations, including annual initiative planning and reporting and presentation needs. 
• Monitor the day-to-day pulse of the business and overall KPI health. Proactively identify patterns or areas of opportunity to improve performance.
• Develop operational & executive dashboards, reports, and tools to help monitor program growth and track results of recommendations.
• Communicate the results of your analyses clearly to both technical and non-technical stakeholders, including leading monthly business reviews. 
• Complete ad hoc requests for data and reporting needs outside of available dashboards. 
• Act as owner and administrator of our various reporting tools. 
• Cultivate cross-functional relationships and work in a fast-paced environment with a track record of managing projects with multiple stakeholders.
• Build analytical & strategic frameworks that size business opportunities, define success, and track performance. 

Skills & Qualifications:

• 5-7 years in business intelligence or analytical role supporting multiple stakeholders
• Advanced Looker reporting and analytics, including but not limited to building reports, dashboards, and improving data integration to improve insights
• Experienced in Zendesk Explore reporting and dashboards, and working within ZD ticketing systems. Knowledge of Zendesk API
• Experience working with large data sets, mapping data sets with other joint tables, and running data queries and tables from Redshift into Looker
• Experience building efficient data pipelines using DBT, Airflow, or similar tools
• Exceptional written and oral communication skills. Experience building presentations and presenting findings to executive audience
• Experience managing and coaching direct reports
• Experience leading people
• Advanced SQL proficiency 
• Strong Excel proficiency

Bonus Points:

• Experience in BI function supporting Customer Support / Customer Experience 
• Experience with Zendesk dispositions and ticket field metric data via API
• API experience with Talkdesk
• API experience with chatbot systems
• Familiarity with predictive analytics and segmentation techniques

Compensation decisions are determined using a variety of factors such as skill set, experience, and education or certifications. If we extend an offer for employment, we will consider all individual qualifications. Below are our salary ranges for this position based on office location:
San Francisco Office: $136,000 - $216,000Seattle & New York Office: $124,000 - $198,000Santa Monica