Supervisor, Customer Experience Reporting and Analytics

Posting Date

11/03/2025

2476 Swedesford RdSTE 150, Malvern, Pennsylvania, 19355-1456, United States of America

Supervisor, Customer Experience Reporting and Analytics

General Purpose of the Job

DaVita is seeking a driven and technically proficient Supervisor, Customer Experience Reporting and Analytics, to lead a team of analysts responsible for reporting and analytics in the Customer Experience space. In this role, you will manage the intake of analytics requests, ensure the delivery of high-quality data solutions, and partner with business and leaders to drive process improvements and operational efficiency through data.

This position plays a critical role in enabling DaVita to make data-driven decisions by translating business needs into actionable technical requirements and guiding a team focused on developing and delivering insights across operations.

Essential Duties and Responsibilities

1. Intake & Request Management

• Own and manage the full intake pipeline for analytics/reporting requests

• Triage, prioritize, and assign incoming requests to appropriate team members

• Translate stakeholder business needs into clear, executable technical requirements

• Partner with stakeholders to ensure accurate and complete requirement gathering

• Monitor project trackers and lead regular intake and backlog review meetings

2. Agile Work & Sprint Management

• Facilitate Agile team cadences: daily standups, sprint planning, retrospectives, and prioritization meetings

• Track service level agreements (SLAs), request aging, and progress through dashboards and Confluence

• Ensure transparency, accountability, and timely execution across team deliverables

3. Team Leadership & Development

• Lead and support a team of Analysts

• Conduct regular 1:1s, performance feedback, and career development sessions

• Drive capacity planning and address resource or delivery blockers as needed

• Oversee hiring, performance evaluations, and teammate development activities

4. Cross-Functional Collaboration

• Act as a key liaison between business stakeholders, leaders, and technical teams

• Collaborate internally with the Senior Manager and the Technical Product Manager to align intake with team goals and roadmaps

• Communicate delivery status, expectations, and timelines to stakeholders

• Foster a collaborative environment to ensure alignment across intake, execution, and delivery

Education and Experience

Required:

• 5+ years of experience in analytics, data management, or reporting in a data-driven environment

• 2+ years in a supervisory or lead role managing technical teams

• Strong experience with analytics tools and technologies (e.g., Excel, SQL, Tableau, Data Warehousing)

• Proven ability to translate complex business needs into technical requirements

• Familiarity with Agile methodologies

• Bachelor's degree in Information Systems, Computer Science, or a related field

Preferred Experience:

• NICE CXone or other contact-center platforms

• ServiceNow

• Prior experience managing intake pipelines or operational processes

• Strong communication and stakeholder management skills

What We’ll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out

• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

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At DaVita, we strive to be a community first and a company second.  We want all teammates to experience DaVita as "a place where I belong."  Our goal is to embed belonging into everything we do in our Vill