Who We Are: SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are. This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day. SiriusXM SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM's platforms collectively reach approximately 150 million listeners-the largest digital audio audience across paid and free tiers in North America-and deliver music, sports, talk, news, comedy, entertainment, and podcasts. How you'll make an impact: We're looking for an experienced and strategic leader to manage a high-impact operations analytics process focused on optimizing customer interaction strategies across inbound channels (Voice/Chat/Digital). This highly collaborative role will be responsible for developing the reporting, insights, and performance measurements that guide routing, segmentation, and agent engagement strategies. You will play a key role in advancing SiriusXM's approach to personalized customer service-combining AI, automation, and contact center analytics to drive better business outcomes and customer experiences. What You'll Do: Lead the analytics roadmap and delivery plan for routing and performance optimization across customer facing channels Partner with WFM, Technology, Sales, Retention, Marketing, and Product teams to align strategies with customer value, eligibility, and channel effectiveness Develop and manage KPIs such as revenue per contact, MER, ESR, containment rate, and save rate by contact path Build and maintain Tableau Cloud dashboards and executive scorecards that measure performance of routing strategies, segmentation logic, and agent outcomes Manage data workflows and curation from platforms including Amazon Connect, Salesforce, and Sierra Voice Translate evolving business needs into data requirements and guide development of curated datasets with engineering and offshore partners Represent the analytics team in strategic planning sessions, design reviews, and cross-functional working groups Ensure all reporting and insights are aligned with enterprise data governance standards, financial tracking methodologies, and operational readiness milestones What You'll Need: 5+ years of experience in analytics or business intelligence Strong background managing data and reporting for enterprise programs involving Technology, Customer Experience, Operations, and financial outcomes Expert-level skills in Tableau and familiarity with SQL and enterprise data platforms such as Databricks and Redshift Familiarity with contact center routing, WFM strategies, CX Metrics, and AI/IVR platforms (Experience with Amazon Connect/Salesforce/Sierra.ai a strong plus) Experience building analytics around revenue metrics and cost-efficiency (e.g., EBITDA impact, cost avoidance, incremental revenue) Ability to engage and influence stakeholders at all levels-from engineers to executives Demonstrated ability to collaborate and support cross organizational shared goals Must have legal right to work in the U.S. Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice. R-2025-06-5 #J-18808-Ljbffr
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