Insights Manager (OnSite)

Key Responsibilities

• Analyze operational performance metrics (SLAs, backlog, productivity) to uncover trends and efficiency opportunities and bridge the gap with action plans with clear success metrics.
• Translate VRR, CSAT, QA, and VoC (Voice of Customer) data into clear, actionable insights.
• Identify risks, opportunities that impact overall business performance and recommend data-driven nest practices and solutions tailored to customer behavior, demand patterns, and operational scalability.
• Identify product, process, tooling gaps, usability issues, and recurring pain points through data and qualitative feedback.
• Measure and report the impact of product, process and tooling changes on support metrics.
• Identify process bottlenecks and inefficiencies across support workflows and customer journeys and design scalable process improvement initiatives.
• Track and measure the effectiveness of improvement programs and iterate based on results.
• Ensure alignment across the team/sites as required and maintain accountability for outcomes.
• Proactively and regularly present insights (Quantitative and Qualitative) trends, and recommendations to senior leadership in a clear and compelling manner.
• Develop and evolve frameworks for insight generation, standardize insight generation practices across all the programs.
• Mentor team members on analytical thinking, storytelling, and data interpretation.
• Drive adoption of best-in-class tools and methodologies for insights and reporting.

Qualifications & Skills

• 3–6 years of experience in Insights, Analytics, Customer Experience, Operations, or related roles.
• Strong analytical foundation with hands-on experience in interpreting operational metrics (SLA, backlog, productivity) and customer metrics (VRR, CSAT, QA, VoC).
• Proven expertise in root cause analysis and structured problem-solving methodologies (e.g., 5 Whys, Ishikawa, Pareto analysis).
• Ability to synthesize large, complex datasets into clear, actionable insights and business recommendations.
• Experience partnering cross-functionally with Product, Operations, and Business stakeholders.
• Strong understanding of advertising technology, troubleshooting processes, customer support environments, workflows, and performance levers.
• Proficiency in data analysis and visualization tools (e.g., SQL, Excel, Tableau, Looker, or similar).
• Experience influencing product or process improvements through data-driven insights.
• Strong communication and storytelling skills, with the ability to present to senior leadership.
• Demonstrated ability to manage end-to-end initiatives, from insight generation to execution and impact tracking.
• Experience mentoring or guiding team members on analytical thinking and best practices.