Position Summary

The Manager Support Tools and Analytics is responsible for providing the WW Support organization with visibility into related KPIs and trends to help plan for and manage the business. This individual is responsible for contributing to the design and implementation of infrastructure to support analytics and tool development for WW Support and related stakeholders. This role maintains relationships with Supportability team members (Readiness, Product Quality, Support Programs and KCS) and the broader WW Support organization to deliver new and enhanced system and analytics implementations. This role is responsible for providing coaching, direction and leadership to team members.

Cultivates a world-class tools and analytics experience, through implementing emerging industry practices, mobile capabilities, and tools to enable self-service offerings

Oversees the design, development, and management of all support development assets, including reports, dashboards and data visualizations to ensure a best-in-class experience

Manages Development, Maintenance, Automation, and Quality Assurance processes and tools to deliver timely and complete solutions

Manages technical integration with existing and 3rd party products to deliver visibility to key metrics across the department

Manages vendor relationships, including tools & services to reach our global audience

Oversees Analytics practice to harness field expertise, ensure accurate, timely and relevant analysis and dashboards are developed, and balanced team breadth/depth

Tracks trends, insights, and behaviors and introduces corrective/proactive actions to ensure KPIs are me

Manages the quality control practices, including the definition of quality procedures and conducts quality assurance checks to ensure quality measures have been met

Drives key strategic projects to advance and improve technical knowledge effectiveness

Utilize expertise in Functional area to contribute as a SME to company-wide initiatives

Manages personnel, schedules, and budgets to ensure timely and cost effective development and maintenance

Develops a high performing team; which includes recruiting, training, coaching and providing feedback

Recruit, hire, train, and develop direct reports. Mentor junior members across broader department

Frequently works with senior-level internal and external contacts

Expertise in leading teams to achieve specific business results, including managing projects that extend beyond direct team/functional area

Ability to influence department-wide decisions/discussions through strategic recommendations and detailed business cases

Expertise in presenting to wide ranging audiences (including internal stakeholders, Webinars, trainings, customer visits, trade shows and industry events) on broad range topics occasionally outside of direct functional area or responsibilities

Experience completing business analysis, communication and time management practices including project scoping, creating documentation, performing quality review tasks, conducting effective meetings, and communicating with, stakeholders, peers and management

Understanding of systems including but not limited to: Customer Relationship Management, Salesforce Automation Systems, Enterprise Resource Planning and Enterprise Analytical systems and tools is required

Strong project management skills

Proven problem solving and analytical skills

Excellent command of data mining tools and techniques

Advanced programming skills desired

Demonstrated ability to provide a high level of customer service to internal and external customers

Command of Microsoft Office (excel, access, ppt)

Qualifications:

Bachelor’s Degree in Computer Science, Engineering, Systems Operations or related field is preferred, with a minimum of 8 years of directly related work experience; minimum of 6 years of work experience is required for individuals holding an Master’s or higher degree in one of these fields; equivalent experience may be substituted for formal education

Minimum of 5 years of managing high performing teams. Outstanding communications skills, including oral, written and presentation to internal and external audiences of all levels.

Experience in recruiting, developing, and managing a high performance software development team

Has understanding of code which is deployed to high visibility websites

Fluent in written and verbal English

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