Job Description

Our mission is to redefine the home experience with tech and services to create a smarter, greener, safer home that saves our customers money every month.

Analytics Manager, CX

This Analytics Manager role is focused on three areas: improving customer experience (CX) across Vivint, operations quality across Field and CX, and CX service revenue. This is a high impact analytics role that involves partnering with senior leaders across Vivint CX, Field, Product, Sales, and Marketing. This leader will also directly manage 3-4 analysts.

The ideal candidate has senior analyst or analytics manager experience (4+ years working with SQL queries and Tableau). Primary responsibilities include analytics support and creating strategies to improve customer experience (CSAT scores, calls, and technician visits per customer), operations quality (reporting and early alerting when product issues spike), and strategic support of changing our service-to-sales culture in the contact center (including 20% revenue growth). The successful candidate is a rising leader who can prioritize, challenge ideas, simplify complex data, think like a consultant, and is results oriented.

JOB RESPONSIBILITIES:

• Lead a 3-4 analyst team focused on improving customer experience, operations quality, and revenue
• Partner cross-functionally with CX, Field, Product, IT, and Sales leaders to drive multi-million-dollar results
• Interact frequently with VP and Director level leaders to set strategy and report on initiatives

REQUIRED SKILLS:

• 4+ years’ experience with SQL and Tableau
• 6+ years of analytics, consulting, or operations experience
• Proven history of delivering $1MM+ business improvements
• Communicate clearly and concisely complex data as simple stories that drive action and define strategies
• Ability to analyze large operational data and provide data-driven recommendations
• Must be able to prioritize, problem solve, and take initiative
• Bachelor’s degree or equivalent work experience preferred
• Successful track record of thriving in a fast-paced environment. Change is constant at Vivint
• Willingness to challenge ideas and status quo in a collaborative and constructive way to achieve goals

WORKING CONDITIONS:

This job is currently a work from home role due to COVID and will change to hybrid (3 days in office, 2 days working from home) after COVID conditions improve in 2022. Job is based in Lindon, UT.

SAFETY:

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.