Business Insights Manager

Business Insights Manager

The Insights Manager is a strategic leader responsible for bridging the gap between raw data and operational excellence by translating complex performance metrics and customer feedback into actionable business strategies. This role focuses on identifying process bottlenecks, product gaps, and efficiency opportunities through rigorous root-cause analysis, ultimately designing and tracking scalable initiatives that improve key outcomes like CSAT, productivity, and SLA adherence. Beyond technical analysis, the manager is a key influencer who must craft compelling data-driven narratives for senior leadership, develop standardized analytical frameworks, and mentor team members to foster a high-performance culture of continuous improvement.

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.