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Manager, Customer Insights Business Intelligence

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Customer Support
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Central Studio/Operations
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CUS00004K Requisition #
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Job Title: Manager, Customer Insights Business Intelligence
Reporting To: Sr. Manager, Shared Services
Department: Player Support
Location: El Segundo, CA


Your Mission

Come join the team re-defining the way players engage with the world’s largest entertainment brand!

This is a highly functional position that sits within the player support organization and is responsible for workforce planning and core customer support analysis. This role is a vital part of our service ecosystem by providing the player perspective in a well-articulated, data backed manner.  This position will work with stakeholder across the player support group and help drive key initiatives to success.

As new content, services or games come to market, you will be responsible for setting strategy on reporting needs and requirements to ensure operations, digital and experience teams are aligned.

Core Customer Support:

  • Establish reporting cadence for all operational metrics with stakeholder conditioning on a weekly/monthly/quarterly/yearly basis
  • Build forecasting models based on annual volume from applicable systems
  • Perform Ad-Hoc reporting as needed by the business with analysis and recommendations
  • Work with Digital Operations to evolve KPI’s and refine current processes to ensure stakeholders are getting the most value from our data

Data:

  • Pull together disparate sources of data and work through ambiguity to create a full picture of Support performance (KPI’s including AHT, ASA, CSAT etc.…)
  • Develop deep partnerships with Launch Readiness, Player Experience, Operations, and the Digital team to develop new reporting based on upcoming product launches
  • Create continuous player segmentation reporting and analysis process
  • Relentless pursuit to find the right answer in a data backed manner

Product Reporting:

  • Build product reports using operational and player segment data to provide a complete picture of product performance/bugs to our game studio/business partners
  • Work with management to build requirements based on external feedback for product dashboards
  • Perform ad-hoc reporting as needed based on Studio/Business partnership requests

Critical Skills/Expertise:

  • Extensive experience in contact center performance metrics, workforce management principles, and methodologies.
  • Strong collaborative skills with ability to influence and work cross-functionally
  • Ability to create clarity in ambiguous environments
  • Strong analytical and problem-solving skills with attention to detail
  • Experience with web data and funnels (Adobe analytics preferred)

Player Profile

  • 3+ years of professional experience in customer support analytics, business analysis or comparable consumer analytics position
  • At least 3 years in workforce management modeling within highly complex business environment and or contact/center modeling.
  • Demonstrated experience in preparing and executing presentations of technical and business level data
  • Proven problem-solving skills, attention to detail, and exceptional organizational skills
  • Ability to see through ambiguity and create a sense of structure and understanding
  • Working knowledge of data mining using SQL, ETL, and Excel is a plus but not required

Your Platform

Housed in El Segundo, about ten miles South of Activision’s headquarters in Santa Monica, the Player Support team is focused on helping make sure our players get any questions or problems resolved quickly so they can get back to having fun.

Our World

Activision Blizzard, Inc. is the world’s largest interactive entertainment company, with operations across North America, Europe, and Asia. We are home to some of the most beloved entertainment franchises including Call of Duty®, Skylanders®, World of Warcraft®, Overwatch®, Diablo®, Candy Crush™, and Bubble Witch™. Our combined entertainment network delights hundreds of millions of monthly active users in 196 countries, making us the largest gaming network on the planet!

We’re proud to be recognized as one of FORTUNE’s "100 Best Companies To Work For®” for four consecutive years and have earned a spot on FORTUNE’s “Most Admired Companies,” and “Future 50” lists. Our 10,000+ global employees are some of the best and brightest talents across entertainment, media, and technology.

The video game industry and therefore our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business and relationships with industry partners.

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