Senior Manager, Reporting Analytics Job in Foster City 94404, California US
The
Senior Manager, Reports/Analytics leads the overall Consumer Services analytic
and reporting strategy. The group (approx
6 persons) will develop and provide actionable reporting for managing customer
satisfaction, contact center efficiency, consumer insights, and product
improvement. This position will report
to the Vice President, Customer Experience.
Responsibilities:
· Partner
with IT and other SCEA Departments managing current and future CS Data strategy
o Ensure
CS participation with SCEA/SONY Global data strategy
o Lay
groundwork for upgraded CS analytic and reporting strategy
o Map
source data to performance indicators and classifications
· Define
and deliver all CS Reporting needs
o Regular
Reporting Analysis (e.g. alerts, exception reports, trends, monthly,
financial, Voice of Customer Score Cards)
o Develop dynamic, live-data Dash Boards (with drill-down
capabilities) across multiple contact channels,
for various stakeholders
o Develop
conceptual designs for future reporting and analysis tools (e.g. alerts,
exception reports, “drill-down” capability)
· Outline/document
current and future KPIs
o Update
KPI’s and operational performance indicators (e.g. HT, FCR) for long term
o Validate
or update definitions and classifications in a dynamic environment
o Develop
plan for incremental improvements Optimize current environment as
interim/incremental solution.
· Establish
incremental CS Analytics plan (by quarter)
o Add
capabilities as data and resources allow
o Ensure
capability as technology roadmaps changes
· Lead
and organize a team of analytic professionals
o Further
develop team of dynamic thinker who can contribute creative solutions
o Motivate
staff to provide proactive analysis on department initiatives
o Foster
collaboration across CS teams, vendor partners and outside SCEA departments
· Provide
continuous improvement recommendations based on deep-dive analysis
· Deliver
overall project management for Reports/Analytics initiatives
o Defines
project requirements by identifying project milestones, phases, and elements;
forming project team; establishing project budget.
o Monitors
project progress by tracking activity; resolving problems; publishing progress
reports; recommending actions. .
· Protect
CS operations by keeping information confidential where appropriate.
· Maintain
professional and technical knowledge by attending educational workshops;
reviewing professional publications; establishing personal networks;
benchmarking state-of-the-art practices; participating in professional
societies.
Skills
- Strong management and team building skills
- Experience using a variety of database and Consumer Relationship
Management systems (CRM). Prefer experience
Business Objects and Right Now Technology. - 5-7 years experience defining business requirements
and providing solutions. - Demonstrated analytical, problem solving, and
documentation skills. - Strong Project Management skills including creation
of Functional Specifications. - Solid interpersonal, written and verbal
communication skills, with ability to interact with individuals across
departments
Sony Computer Entertainment America LLC (SCEA) is responsible for keeping PlayStation® growing and thriving in the United States, Canada and Latin America. Based in Foster City, California, SCEA serves as headquarters for all North American operations and is a wholly owned subsidiary of Sony Corporation of America Inc.
It is SCEA's policy to provide equal employment opportunity for all applicants and employees. SCEA does not unlawfully discriminate on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law. SCEA also makes reasonable accommodations for disabled applicants and employees.
Additional Information:
- Travel Percentage: 5%
