Business Intelligence Manager

About the Role

As the Business Intelligence Manager, you will join a small, high-impact team responsible for CT's data infrastructure, operational reporting, analytical insights, and dashboards. You will translate operational data into clear insights that help leadership and partners make informed decisions across Trust & Safety (T&S) and Customer Experience (CX). You will also be responsible for CT’s financial operations, including operational expenses, workforce management, and regular financial reviews.

Responsibilities

• Own and maintain CT's core KPI dashboards and data infrastructure, ensuring leadership has accurate, timely visibility into operational performance across T&S and CX.
• Build and deliver CT's Monthly Business Review (MBR) data, QBR metrics, and financial analysis, communicating performance clearly to audiences from ICs to senior managers.
• Develop cost and demand forecasting models that inform vendor staffing decisions, budget planning, and capacity allocation across CT's outsourcing operations.
• Partner with Data Science, Community Health, and engineering teams to maintain CT's data sources, manage a centralized data request intake process, and ensure dashboards are built on scalable infrastructure.
• Track the impact of CT's AI automation programs on volumes, costs, and operational capacity, surfacing findings and recommendations to your manager and stakeholders.

Requirements

• 3+ years of experience in business intelligence, data analytics, or operational reporting in a cross-functional environment
• Proficiency in SQL and at least one data visualization tool (QuickSight, Tableau, Looker, or similar)
• Demonstrated ability to build dashboards and reporting infrastructure that multiple teams rely on for decision-making
• Experience with cost modeling, demand forecasting, or workforce management analytics
• Strong written and verbal communication, with comfort presenting findings to senior managers and cross-functional partners

Benefits

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount