Associate Director, Measurement & Insights

Olo is a leading SaaS platform spurring digital transformation in the restaurant industry, by helping customers deliver more profitable and personalized guest experiences. As a result, our digital ordering, payment, and guest engagement solutions allow brands to do more with less and make every guest feel like a regular. 
The Associate Director, Measurement & Insights is responsible for developing and executing the annual measurement agenda, and ensuring customer and marketplace understanding is at the foundation of all strategies. This independent contributor will lead the design, implementation, and interpretation of primary and mixed-method research to provide the organization with actionable data and insights on customer profiles, experiences, and sentiment.
The Associate Director, Measurement & Insights reports to the Director of Corporate Communications & Brand Marketing, and supports stakeholder groups throughout the organization including GTM (Marketing, Sales, Customer), Strategy & Operations, Product, and Finance, providing data critical for in-the-moment decisions as well as conducting mid and long-range planning.
The Associate Director, Measurement & Insights will engage and manage external strategic partners and resources to develop and execute primary research, synthesize learning from secondary sources, and mine data from Olo’s ongoing Customer feedback program to address key strategic business issues. This position requires strong analytical skills and the ability to deliver high-quality reporting across all buyer and user touchpoint journeys. A successful candidate will also be responsible for research and analysis on market trends, consumer behavior, and competitive landscapes to provide actionable insights for Olo’s business.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

What You'll Do

• Establish and gain alignment on Olo’s measurement program strategy and deliverables
• Contribute to building a customer-centric organization by distilling key customer and market trends to drive effective customer-centric strategic plans
• Design, execute, analyze, interpret, and report on ongoing customer feedback (qualitative and quantitative), potentially including NPS, OSAT, other recommended primary methodologies, and secondary sources
• Collect data and feedback about Olo branded events and other direct-to-customer channels, measuring and reporting on brand and business impacts, and providing actionable insights
• Collaborate with Olo’s Digital Community Program Manager to ensure both programs are aligned and optimized regarding customer feedback, insights, and recommended actions
• Manage, monitor and report on sentiment from social channels and third party ratings and review sites
• Ensure the timely and accurate delivery of scheduled reports that include key insights and recommendations based on careful analysis of trending data
• Develop and conduct ad hoc projects in response to identified trends or patterns to provide deeper analysis and exploration of business critical issues
• Work in cross-functional teams, and act as a strategic partner with a variety of teams in the organization, including GTM (Marketing, Sales, Customer), Strategy & Operations, Product, and Finance, as well as external partners
• Liaison with the Systems team to continually improve report and display interfaces and formats to provide the most relevant data in the most easily digestible form
• Manage relationships with external partners to monitor the quality and integrity of data
• Keep up to date with the latest trends and best practices in market and consumer insights to ensure Olo’s business stays ahead of the competition
• Effectively manage the insights budget to proactively address both immediate and forward-looking strategic needs
• Prioritize projects and project timelines, and perform other duties as assigned

What We'll Expect From You

• Bachelor’s degree in Marketing Research, Marketing, Mathematics, Statistics, or related discipline
• Master’s degree in Marketing Research (MMR), Survey Research, Mathematics, Statistics, Business Administration (MBA), or related discipline strongly preferred (In lieu of advanced degree, significant direct on-the-job learning is required)
• 6+ years of progressive experience in primary market research/consumer insights in a client-side or supplier-side role
• Intellectually curious and passionate about identifying fresh & unique insights
• Experienced Storyteller: Skilled in data mining & deriving insights that influence strategy & decision-making
• Demonstrated ability to effectively design, conduct, and analyze qualitative research using multiple techniques (e.g., observation, cognitive interviews, in-depth interviews, field interviews, focus g