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GoDaddy.com Senior Director Analytics - Customer Care in Tempe, Arizona

Senior Director Analytics - Customer CareTempe, Arizona

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GoDaddy powers the world's largest cloud platform dedicated to small, independent ventures. Our mission is to empower entrepreneurs everywhere, making opportunity more inclusive for all. We're a trusted growth partner to over 19 million everyday entrepreneurs worldwide. We're empowering them to change the world if it doesn't quite fit them. To make their idea real. To grow it online. We help them do what they've been dreaming of and make the world they want. To learn more about us visitwww.GoDaddy.com.

Location: Tempe, AZ

What you'll get to do...

We are looking for a self-motivated, results-oriented, and practical Business Analytics individual to lead our Customer Care Analytics team. Customer Care Analytics at GoDaddy is deeply focused on using data to drive call center strategic and operational decisions for our customers and GoDaddy guides across the globe. The right person will raise the profile and excellence of our entire team. You will be integral to our company growth and our customers’ success through the insights you uncover, the thoughtful recommendations you make, and the people you mentor and lead.

Responsibilities:

  • Manage all activities of the Care Analytics organization. Identify opportunities, set priorities, and establish goals to provide insight into our Customer Care business. Use data to drive strategic and operational decisions that help optimize performance by reducing costs, increasing revenue, and increasing customer success.

  • Partner with engineering and data science teams to develop industry leading Analytics products. Identify opportunities, determine the vision to benefit from that opportunity, create a working MVP or proof-of-concept for that vision, and work alongside engineering to build the solution at scale. Areas of support and influence span across the GoDaddy Care organization (e.g. customer segmentation, customer intent, intelligent routing of calls, and guide recommendations for sales and support).

  • Grow the current Care Analytics team via mentoring, training, and leadership.

  • Develop and implement “best practices” for the visualization of data and the building of end-to-end reporting and analysis solutions.

  • Explore and recommend emerging technologies and techniques to support & enhance the analytics team as a whole.

Your experience should include...

  • 6+ years of experience in an analytical organization delivering platform solutions and capabilities. Experience in call center analytics a very big plus.

  • 3+ years experience with SQL and data visualization tools.

  • 2+ years experience managing people and developing talent in analysts, data scientists and data engineers.

  • Proven ability to manage Analytics products by strategically driving the product development, launch, and continuous iteration and support of your team’s products.

  • Understanding of analytical techniques including predictive modeling, experiment design and measurement, and machine learning.

  • Proven ability to build cross-functional relationships and partner with leaders to deliver solutions that are aligned to strategy and support business objectives

  • Exceptional verbal and written presentation skills, including ability to prepare materials for audiences at all levels of the organization

We've got your back...

Enjoy our many benefits (My Wallet), including paid time off, 401k, equity grants and parental leave. Join one of our employee resource groups (Culture). Continue to have a side hustle, if you have one (we love entrepreneurs, remember?). Most importantly, come as you are and make your own way.

GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

If you need help completing an application for a position with GoDaddy, please reach out to our Recruiting Team atmyrecruiter@godaddy.com.

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.

Job IDR009785

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