Sr. CX Strategy and Analytics Manager

About Dialpad

Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team 

Our operations teams play a vital role in the success and scalability of Dialpad’s Customer Success, Customer Support and Professional Services Organizations (CX) by providing critical support and visibility. The CX Operations team ensures industry-leading efficiency through strategic problem-solving, expertise in reporting tools, and strong cross-functional collaboration. This role focuses on empowering internal teams to drive success and streamline processes for our CX organization.

Your role 

As a Sr. Strategy and Analytics Manager, you will focus on enabling the success of our Professional Services, Customer Success, and Customer Support teams through actionable insights, optimized processes, and strategic support. This role is integral in empowering leadership across these teams with data-driven strategies, Tableau-based visualizations, and streamlined workflows built in collaboration with data and Salesforce teams. Your contributions will enhance their ability to improve service delivery, manage performance metrics, and implement impactful strategies to drive customer satisfaction and retention.

What you’ll do 

• Collaborate with internal teams to develop strategies that enhance customer success, drive retention, and improve service delivery across Professional Services and Customer Support.
• Create and maintain dashboards and reports in Tableau to provide actionable insights for customer success and service delivery leaders.
• Partner with cross-functional teams to develop reporting capabilities and automate workflows that improve operational efficiency and customer outcomes.
• Prepare Quarterly Business Review (QBR) presentations focused on customer retention, service performance metrics, and actionable insights to improve the customer journey.
• Support annual planning processes, including workload distribution, resource management, and performance tracking for Professional Services and Customer Support teams.
• Manage and optimize Salesforce processes to ensure accurate tracking of customer interactions and seamless operations for support and success teams.
• Provide ad-hoc reporting and insights to address key questions related to customer satisfaction, churn, and operational performance.
• Facilitate regular team meetings by preparing data and sharing insights that drive improved service delivery and customer retention strategies.
• Implement and integrate new technologies to enhance the productivity and effectiveness of Customer Success, Professional Services, and Customer Support teams.
• Respond to inquiries from team members through email, phone, and chat to ensure smooth and efficient operations, ultimately supporting exceptional customer experiences.

Skills you’ll bring

• Minimum 3-5 years’ experience in a CX operations, strategy, or analytics role.
• Salesforce expertise, including managing workflows, reports, and dashboards.
• Proficiency with BI tools such as Tableau, Domo, or Microsoft Power BI.
• Demonstrated ability to work with large, complex datasets and drive actionable insights.
• Exceptional written and verbal communication skills, with the ability to craft compelling narratives for presentations.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• A collaborative mindset with the ability to work effectively across departments.
• Experience supporting QBRs and strategic sales planning initiatives.
• Positive, adaptable team player who thrives in a fast-paced environment.
• Familiarity with SaaS business models is a plus.

Who you are 

• Able to work 8am - 5pm Central or Eastern Time.
• A self-starter excited about finding innovative ways to improve processes and leverage data.
• Goal-oriented, with a drive to meet and exceed KPIs.
• Quick to establish rapport and situational awareness within cross-functional teams.
• Passionate about enabling client sales teams to succeed through data-driven strategies an