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Director Customer Analytics

Location: 

Toronto, ON, CA, M5J1H8

Brand:  Optimum
Requisition #:  12270

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

  
We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is no longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.


If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you! 

Job Summary

Join Optimum and partner with Retention and Care Operations to transform our customer experience and help craft the next chapter of Operational Excellence. As a Director reporting to the VP, this role is pivotal in refining our approach to improve operational efficiency and reducing churn. You'll conduct robust analytics, develop insights and develop presentation and communication materials to share the findings with stakeholders.

Responsibilities

  • Partner with stakeholders to identify opportunities to improve customer experience through understanding and revamping onboarding processes, reducing calls and disconnects and improving call center metrics
  • Lead root-cause analysis on CX pain points (e.g., billing disputes, network outages, service installation delays) and quantify their revenue/churn impact
  • Translate large, complex datasets (IVR/chat transcripts, Network KPIs, billing systems, CRM) into clear insights and recommendations for senior leadership
  • Track and report ROI of retention interventions (save rate, incremental revenue retained, cost per save) and iterate based on results
  • Segment the customer base by churn risk and or other factors to prioritize retention efforts that drive the most impact
  • Present complex data and insights in a clear, concise manner to executive leadership, aiding in data-driven decision-making.

Qualifications

  • Bachelor's degree in a quantitative field (Statistics, Economics, Data Science, Engineering)
  • 7-10+ years of experience in analytics, insights, or data science roles. Experience in operational analytics, customer experience or a related field; telecommunications/mobile or subscription-based industry preferred
  • Proficiency in SQL, Google Big Query, and other analytical tools; experience with automation tools and techniques is highly desirable. Experience with a scripting language, such as Python or R and familiarity with statistical packages
  • Advanced Excel skills with experience mining large data sets.
  • Solid understanding of statistical inference, experimental design, and analytic bias
  • Experience with Business Intelligence reporting tools (e.g., Tableau)
  • Experience supporting product or business reviews such as Monthly or Quarterly Business Reviews and leadership meetings with visual or analytical support.
  • Ability to work independently and collaboratively in a dynamic team environment.
  • Strong strategic thinking and problem-solving skills, with the ability to manage multiple projects simultaneously.
  • Strong analytical and interpretive skills with a curiosity for understanding customer behavior and solution-oriented mindset able to ideate, own, and manage innovative solutions that can be leveraged by stakeholders
  • Ability to communicate efficiently with the ability to convey complex information to non-technical stakeholders.
  • Strong organizational and project management skills; capability to document, prepare, and present data-driven presentations.

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stop.

 

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity.

 

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

 

We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

 

Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

 

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is CAD 181,427.00 - CAD 298,060.00 / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.
 

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