Reporting & Analytics Manager

Chennai, IN

Job Description / Skills Required

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.

The Manager of Reporting and Analytics is a critical role within the Global Operations organization and will work cross-functionally with multiple departments including Finance, Operations, Data Science, and Business Process Improvement. This leadership role requires excellent people leadership and stakeholder management skills as well as technology and operations expertise in order to support operational needs across the globe including B2C and B2B operations.

The Manager of Reporting and Analytics will be heavily engaged in developing and standardizing, as well as automating where possible, contact center and merchant operations-related reporting inputs and outputs. This will help create a cohesive and relevant platform that will allow Groupon to manage the day-to-day performance of contact centers and merchant operations worldwide as well as provide relevant insight into strategic business processes. The Manager is also responsible for developing data-driven insights to help identify trends and opportunities based on these insights related to Global Operations.

The role will be responsible for managing a team of reporting analysts in Chennai as well as prioritizing and organizing multiple work streams globally. As part of the team leadership, the Manager will have ownership for guiding, coaching and mentoring the team in their work, providing support and feedback as well as identifying and executing on opportunities for continuous team skills development.

Essential Duties:

Create / oversee creation of, enhance and deliver recurring weekly/monthly/quarterly business review reporting for global Global Operations
Lead best practices and continually improve ongoing reporting and analysis: automation, data integrity, test design, analysis, validation, and process mapping
Perform descriptive analytics on massive data to uncover trends, develop hypothesis and test them in order to make recommendations to improve business strategy and performance
Support all data asks and deliver ad-hoc reporting upon request of the Global Operations leadership team, as well as drive other reporting areas (i.e. CPU reporting with Sales groups across all LOBs, including maintenance of system taxonomies such as contact reasons, refund status, etc.)
Specify and prioritize data requirements with Business Intelligence group in alignment with Global Operation leadership
Define and communicate performance metrics and trending
Understand challenges and blockers with regards to reporting and analytics requests and work with correct teams to resolve
Ensure data integrity and execute data validation with the Business Intelligence group
Increase automation and data quality in reporting analytics output
Regularly and proactively communicate (in writing and orally) updates on reporting requests (ad hoc, ongoing, requests related to strategic initiatives, etc), as well as challenges with requests and how they will be addressed
Proactive quality assurance on deliverables and outputs by the team to ensure the work product delivered to stakeholders is robust and accurate
Proactively lead the team by giving clear guidance on performance expectations and work allocation, providing feedback and suggestions on deliverables, as well as identifying team members’ professional strengths and opportunities and identifying ways to continuously elevate the team’s skills set
Foster a customer-centric culture by recognizing and rewarding the team
Requirements:

Bachelor’s degree in technical or mathematical field essential; Master’s degree a plus
10+ years experience in customer operations, contact centers, or similar environments in the areas including data warehousing (understanding of relational databases, data structures and architecture) and business intelligence tools, techniques and technology, or experience in analytics, business analysis or comparable consumer analytics solutions
3+ years experience of direct line management experience of teams in a global setting
5+ years experience in indirect line management of colleagues and teams across the globe in the relevant fields
Proven analytical and quantitative skills (including ability to effectively use business tools such as Excel/Access to open-source tools such as R, Python, etc.) and an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analyses.
Experience with dashboard/BI tools like Microstrategy, Tableau or Falcon.
Advanced Oracle SQL knowledge (using iterative functions, iterating on WITH statements, methods of tuning SQL code, etc.) and database in a business environment with large scale complex data sets.
Advanced proficiency in MS Word, Excel, Outlook, and Access
Analytical and pragmatic with an ability to interpret and present complex data in a simple manner
Strong working knowledge of management reporting tools and processes within the contact center industry
Excellent relationship-building and interpersonal skills, with an ability to influence key stakeholders
Ability to work under tight deadlines in a fast-paced environment

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.