Customer Operations and Analytics Manager

About the Role

Rocket Travel is looking for a Customer Operations & Analytics Manager to join our growing BizOps team. In this role, you will work cross functionally with the Operations team at Rocket. The BizOps team is synonymous with data: using data to investigate bottlenecks, build strategies regarding service level, forecast future staffing success, and even tell stories about customers and their journeys through our product funnels. 

Rocket Travel is a place where you:

• Work with a group of intrinsically motivated people with a track record for building successful new businesses from scratch.
• Embody curiosity, community, and accountability. We live and build products by these values every day. 
• Own decisions and take action that can be implemented in a matter of days (or hours).
• Get inspired and encouraged to vacation faster, with an annual vacation stipend.
• Receive a competitive compensation package, including bonus, 401k with match, flexible vacation time, maternity and paternity benefits, health, and dental insurance.
• Total Compensation is based on experience -  Salary: $90k - $120k + Bonus: 15% - 20% 
• Can have a flexible work schedule. We have great offices in Chicago’s West Loop and in NYC’s Empire State building, we have a hybrid team, and a flexible work environment
• Share your passion for travel with equally adventurous teammates. 
• Work within the largest online travel company in the world. Rocket Travel creates B2C and B2B2C travel products and is part of Booking Holdings (BKNG). We have many worldwide partners and a diversified business. Despite the world’s current situation, Booking Holdings has been rated the healthiest company in travel, and Rocket itself is already seeing travel demand surpass pre-pandemic levels

As a Customer Operations & Analytics Manager at Rocket Travel, you will: 

• Be an advocate for the Customer Experience.  Use the Voice of the Customer to lead simultaneous projects and facilitate swift execution of improvements, upgrades, and priorities.
• Create a customer loyalty culture based on data that improves Rocket Travel’s business position.
• Creatively aggregate various data sources and inputs to create compelling stories, influencing the customer experience (CX) culture.  
• Drive data governance and integrity throughout the business and systems to ensure data integrity and reporting accuracy.
• Recommend and own the metrics and their definitions including loyalty measurements, productive analysis that drive operational decisions.

• Work closely with our Operations team. As a tech company first and foremost, part of your role will be to engage with leaders on the Operations side to help prioritize and make decisions based on both qualitative and quantitative data.
• Manage your own deadlines across projects. There will be short turnarounds for some projects, and longer engagements for others. You know how to manage your time and balance both.
• Provide thoughtful insights.   We love our data!  You can highlight valuable information and identify what is most impactful to support VOC reporting and analytics.
• Be scrappy. We’re a small team and often wear many hats. Some projects may not be completely defined. This individual will take a resourceful approach to what’s needed and drive results.

About you:

• Business Intelligence is your expertise! You have 3+ years as a data analyst building complex problems with SQL or a BI tool.  
• Customer focused - Experience in a call center environment is highly valued.  
• Demonstrated expertise and accomplishment in statistics, best practices in data management, data modeling and predictive analytics.  
• You are a storyteller - taking a complex set of inputs and using your 3+ years of data mining and visualization tools to create flexible dashboards that allow business users to run the business. You are an expert in data management