About the Role

Creating a world-class customer experience is core to Ethos mission. We are looking for a Manager, CX Analytics to own the measurement, instrumentation, and insight layer across our Customer Experience and Operations teams. This is a high-impact individual contributor role you will be the analytical engine behind CX, translating raw operational data into decisions that improve efficiency, reduce cost, and elevate customer experience.

Duties and Responsibilities:

Own the end-to-end analytics lifecycle for CX Operations: metric definition, data instrumentation, reporting, and insight delivery to leadership
Build and maintain dashboards and analytical models that surface CX metrics like AHT, CSAT, productivity, repeat rates, bounce rates, cost-per-contact trends across channels
Author business requirements for data instrumentation gaps defining event-level tracking needs, data contracts, and success criteria in partnership with engineering and ops teams
Translate complex operational data into clear, decision-ready narratives for senior stakeholders
Identify inefficiencies in CX processes through data; quantify their cost impact and size the opportunity for improvement
Partner with Workforce Management and Finance on headcount planning, cost modeling, and productivity benchmarking
Use AI tools including Claude to accelerate analysis, automate recurring reporting, and prototype data solutions rapidly
Maintain structured, documented analytical frameworks that can scale as the team grows

Qualifications and Skills:

5-9 years in an analytics or operations analytics role, ideally in a high-volume CX, support
Strong SQL proficiency you write queries independently, build data models, and debug pipelines without hand-holding
Demonstrated ability to define and instrument metrics from scratch, including authoring business requirements for engineering teams
Experience working with CRM data, preferably Salesforce
Comfortable using AI tools (Claude or equivalent) to accelerate analytical workflows
Familiarity with BI or data platforms is a plus
Strong written communication your docs and decks are tight, structured, and built for decisions
Self-directed: you identify what needs to be measured before being asked, and you follow through without close supervision

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Manager, CX Analytics

Job Description

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