Manager, Data Analytics

Manager, Data Analytics

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team. At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

The Manager of Data Analytics will manage a team of Data Analysts to support operational oversight and strategic initiatives related to Liberty's Customer Service and Strategy. This role will oversee all aspects in the data lifecycle, including data cleansing, transformation, data loading into various data repositories for analysis, reporting and facilitate decision making. Responsibilities include project management the execution of Liberty's Customer Excellence Framework. This role integrates advanced data analytics to support Liberty's Contact Center, Billing and Revenue Operations and Programs to optimize efficiency and ensure regulatory compliance. The manager works with members of a cross-functional team, conducts benchmarking and collaborates with internal and external stakeholders to deliver customer-centric, and cost-effective utility services.

Accountabilities include : design, develop and implement data governance frameworks for Customer Service operations; ensure data quality, consistency, and security across systems; streamline and automate data gathering, data cleansing, and data prep processes; prioritize work assignments and ensure timely and accurate completion of tasks; lead and mentor Data and Benchmark Analysts using various intelligent automation utilities; understand and interpret data formulas, and calculations and troubleshooting of variances; collaborate enterprise wide to ensure KPIs, risk indicators and operational strategies are met; provide data-driven updates to leadership regarding customer service results, and recommendations; work with internal stakeholders and consultants to develop an enhanced risk model for assessing improvement initiatives, as well as project planning and prioritization; assist the Director in developing and managing the assigned budget and resourcing, including forecasting and controlling cost; identify opportunities to improve Customer Service Delivery, implement industry best practices, and KPI's.

Education and experience required include a Bachelor's degree in Business, Operations, or a related field (or equivalent experience). Five plus years of experience in a large-scale utility, or regulated industry or customer service environment in an IT related role. Three plus years management experience. Understanding of IT Architecture (SAP is an asset).

What we offer includes 401k with Company match, full insurance benefits starting day 1 (health / dental / vision / life), collaborative environment with a genuine flexible working policy, share purchase / match plan, defined contribution savings plan, top talent program, volunteer paid days off, employee assistance program, and achievement fund.