Sr. Manager, Business Transformation & Analytics

About Culligan Quench Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement.  Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan.  Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/   About Culligan There’s nothing more fundamental to life on Earth than water.  At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love.  For more information visit www.culligan.com.    Values: 5Cs Culligan as One Customers come first Commitment to Innovation Courage to do what's right Consistently deliver exceptional results

Culligan Quench seeks a Sr. Manager, Business Transformation & Analytics to lead a mission-critical mandate: deploy and operate AI-powered automation across Customer Care & Field Service, create operating leverage at scale, and build analytics capabilities that make performance visible and actionable.

The Sr. Manager is a builder, operator, and improver—not an evaluator. This leader owns the full lifecycle of AI-powered automation across Customer Care & Field Service: simplify processes, deploy AI and automation, run the synthetic workforce as an operating capacity layer, and define the KPIs that prove progress.

The role is accountable for three outcomes:

(1) Improve customer experience and tNPS by making interactions faster, cleaner, and more consistent—and reducing time to resolution.

(2) Generate operating leverage by scaling capacity without proportional headcount growth.

(3) Modernize analytics by moving from Excel-based reporting to self-serve Power BI and linking operational metrics to P&L impact.

The role directly leads the Analytics function (one internal analyst and one external analytics partner). This team provides the data infrastructure, reporting, and insights that translate operational activity into business clarity. This role reports to the SVP, Customer Care & Field Service.

Responsibilities

1. Process Automation and Transformation
   1. Identify and eliminate manual, rules-based work suitable for automation (e.g., work order creation, ETAs, scheduling confirmations, status updates, data entry, order-processing triggers).
   2. Set baseline cycle-time benchmarks before deployment and track post-launch improvements.
   3. Own the automation roadmap; prioritize by effort-to-impact and maintain leadership visibility into the pipeline.

1. AI Solution Implementation
   1. Lead end-to-end implementation of AI solutions: scope, pilot, deploy, stabilize, and scale—with clear go/no-go criteria at each gate.
   2. Own live deployments and the production environment—not just the launch.
   3. Partner with implementation teams, IT, and business SMEs on integrations; resolve technical and operational blockers with appropriate escalation.
   4. Ensure each solution has a rollback plan, escalation path, and human-in-the-loop override.
   5. Maintain an inventory of AI-assisted touchpoints across the customer journey and track uptime, accuracy, and containment.

1. Management of the Synthetic Workforce
   1. Own and operate the synthetic workforce as a capacity layer (AI agents, automated workflows, bot-handled contacts) with clear performance standards.
   2. Define performance targets (containment, accuracy, cy