Job SummaryOptimum's Customer Experience FP&A team is looking for a Manager, Metrics & Analytics to lead the day-to-day execution of our metrics and analytics function. This role owns call metrics reporting, P&L Oversight related to metrics, and incentive modeling for our Care and Retention organizations - and plays a key role in formalizing the financial forecasting process that supports frontline operations.
Reporting to the Sr. Director, Finance Operations, you will serve as a close partner to Care and Retention operations leaders, translating large volumes of operational data into forecasts and insights that drive real decisions. This is an opportunity to build a growing analytics function from the ground up, with a clear path toward owning an even broader forecasting process over time.
Responsibilities- Own daily call pacing reports and call metrics reporting - including cost per call, trending files, and operational dashboards.
- Lead call metrics guidance process, maintaining models and providing monthly variance analysis and narrative.
- Support incentive modeling for Care and Retention - building, maintaining, and updating models as program structures evolve.
- Partner with Workforce Management to coordinate business partner commitments and lock process.
- Maintain and continuously improve key reporting files and analytical infrastructure across the team.
- Partner with Care and Retention operations leaders to understand drivers and validate forecasting assumptions.
- Assist with strategic initiative reporting as needed, providing metrics and analytical support.
Qualifications- Bachelor's degree in Accounting, Finance, or a related area required
- 4+ years of analytics, FP&A, or operations finance experience - ideally in a contact center or customer experience environment
- Strong analytical and modeling skills, with proficiency in Excel and experience building operational reporting
- Experience with call center metrics or operational KPIs (handle time, cost per call, volume forecasting)
- Highly effective with AI technologies, with demonstrated experience leveraging AI models and tools to drive efficiency in forecasting, reporting, and analysis
- High attention to detail with strong organizational skills and the ability to manage multiple recurring deliverables
- An effective communicator who can translate data into clear, actionable insights for operations partners
PREFERRED QUALIFICATIONS
- Experience in telecom or subscription services with exposure to disconnect or churn metrics
- Familiarity with workforce management or contact center forecasting tools
- Exposure to Care and/or Retention operations in a telecom or consumer services environment
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $102,816.00 - $168,912.00 / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.
