The Director Business Intelligence will lead the analytics, reporting and insights team for Client Operations and all CAI Contact Centers. This function will be responsible for collaborating with functional and business unit leaders to harness the power of data through analytics to improve the customer and employee experience. The Business Intelligence team will utilize data science, along with Cox Automotive enterprise data assets, to produce data-driven analytics, key metrics, forecast trends, which will facilitate business process improvement opportunities, internal efficiencies, vendor performance, digital and self-service enablement and identification of new business opportunities. They will identify high value use cases and deliver insights and data products that will drive operational efficiency and deliver a 5-Star Service experience.
This role will establish the strategic framework for business intelligence solutions, and oversee their creation, governance, and delivery. This includes dashboards, standard/automated and self-service reports, visualizations, and insights to help Client Operations make better business decisions with greater velocity. They must understand evolving business needs, evaluate capability gaps and stand-up BI solutions, leveraging Cox Auto data assets across the enterprise. They will have a leadership role in representing all aspects of Client Operations and CAI Contact Centers Business Intelligence to our enterprise-wide stakeholders.
This individual will lead a team of business intelligence and data managers and analysts, while also collaborating and influencing senior business partners across the Client Operations, Contact Center COEs, Dealer Services, Consumer Solutions, Finance, Billing, Sales, Product, and Enterprise Technology functions. The Leader Business Intelligence must be curious, detail-oriented, analytical, highly motivated, customer focused and an effective communicator.
Primary areas of responsibility include the following:
- Data and Reporting Strategy development and execution
- Data governance, KPI metric development, reporting and management
- Operational improvement
- Business process management
WHAT YOU'LL DO
PRIMARY DUTIES/KEY RESPONSIBILITES
- Create the vision and roadmap for Client Operations and CAI Contact Center business analytics function and strategy, projects, and strategic business cases. Present findings and updated roadmap to senior/executive leaders within Client Operations and across CAI.
- Lead a team of people leaders, analysts and/or data scientists to develop and successfully execute data roadmap and initiatives in partnership with cross-functional teams.
- Provides insights and owns the reporting, data validation, trending and analysis that underpins strategic decision making.
- Using a business lens to guide direction of data modeling, identify internal and 3rd party data sources to gather, iterate with team on results of analysis, and prioritize next steps.
- Build insights at scale - elevating data systems and analytics to allow for faster, better, and more systematic insights, evolving from adhoc questions and insight (tracking and reporting) to change how we operate as a streamlined, efficient organization.
- Develop plan to automate key processes that were conducted in a manual, ad-hoc manner during early-stage project work and collaborate with Technology partners to execute on plan.
- Drive the development of analytical and technology tools/platforms to support the reporting and business intelligence strategy. Identify and prioritize key investments for analytics and data management; provide data fact sets to inform adoption decisions for departmental tools
- Build and maintain a robust data governance and integrity plan, including critical considerations for business continuity.
- Develop strong partnerships with business leaders and collaborate to define, improve and refine KPIs to drive relevancy in performance measures across Client Operations and Contact Centers.
- Collaborate closely with business leaders to identify key business needs, create data-based solutions and align on overall direction of projects. Manage and prioritize inbound requests and turn them into clearly defined projects for the team, with well-defined parameters and deliverables to ensure the team’s efforts are spent in the most value-added areas.
- Develop and propose long term vision and framework for how business analytics team should operate beyond current year (includes new projects, team structure, roles/responsibilities, business partner collaboration model, etc.)
- Leads the creation of reports, charts, presentation and timelines in support of the Client Operations and Contact Centers. Translates complex analytical findings into business recommendations.
- Identify Client Experience improvements across all Business Units and provide quantitative analysis of the impact of resolving Client Experience gaps.
WHO YOU ARE
Required Experience & Specialized Knowledge and Skills
- Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
- Bachelors degree in related discipline with at least 10 years of experience. Advanced Degree is preferred
- 10+ years of relevant experience with 5 years’ experience in a leadership role.
- Automotive industry experience preferred
- Must live within a commutable distance to Atlanta or be willing to relocate at your own expense to be considered. (3 days in office)
- Strong customer service and business acumen and proven ability to analyze and develop insights that drive change and specific outcomes
- Experience designing dashboards and reports in data visualization platforms (DOMO, Tableau, Looker, Power BI, Sisense)
- Familiarity with BI tools such as Tableau, DOMO, SAS, SPSS, MS Business Objects
- Experience working with AI tools
- A visionary – someone who is not limited by what is done today but instead envisions what should be done tomorrow.
- Comfortable building new teams by providing clarity, establishing ambitious goals, with high visibility, and significant impact on Cox Auto’s bottom line.
- Strong leadership skills – able to inspire a team on the importance of their work.
- Ability to manage a team of analysts, and data scientists – provide business guidance, understand the complex data and tools they use, and steer them toward impactful analysis.
- Creative problem solver with deep curiosity – asks a lot of questions to understand processes and outcomes. Ability to resolve issues, develop alternative solutions and provide justified recommendations.
- Collaborative – able to partner with colleagues across Business and Technology functions.
- Solid executive presence combined with excellent verbal, written and presentation skills. Proven track record of thought leadership and ability to effect change and influence organizational thinking
- Strong communication skills – able to craft solid messaging for executive-level audiences.
- High personal and professional standards; unassailable integrity and ethics
- High-energy and self-starter personality
- Other duties as needed or required
- Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes in order to meet business requirements.
Drug Testing:
To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
Compensation:
Compensation includes a base salary in the range of $148,500.00 - $247,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
