Sr. Manager, Business Transformation & Analytics

Responsibilities

1. Process Automation and Transformation
   1. Identify and eliminate manual rules-based work suitable for automation (e.g. work order creation ETAs scheduling confirmations status updates data entry order-processing triggers).
   2. Set baseline cycle-time benchmarks before deployment and track post-launch improvements.
   3. Own the automation roadmap; prioritize by effort-to-impact and maintain leadership visibility into the pipeline.

1. AI Solution Implementation
   1. Lead end-to-end implementation of AI solutions: scope pilot deploy stabilize and scale - with clear go/no-go criteria at each gate.
   2. Own live deployments and the production environment - not just the launch.
   3. Partner with implementation teams IT and business SMEs on integrations; resolve technical and operational blockers with appropriate escalation.
   4. Ensure each solution has a rollback plan escalation path and human-in-the-loop override.
   5. Maintain an inventory of AI-assisted touchpoints across the customer journey and track uptime accuracy and containment.

1. Management of the Synthetic Workforce
   1. Own and operate the synthetic workforce as a capacity layer (AI agents automated workflows bot-handled contacts) with clear performance standards.
   2. Define performance targets (containment accuracy cycle time error rate escalation rate) and hold the synthetic workforce to the same accountability as human teams.
   3. Run regular workforce reviews: identify underperforming agents retrain/reconfigure models and retire what doesnt deliver.
   4. Manage handoffs between synthetic and human agents so escalations preserve context and avoid restarting the experience.
   5. Report synthetic workforce performance alongside human workforce metrics; make synthetic capacity visible in staffing models.

1. Ownership of Analytics
   1. Directly manage one internal analyst and one external analytics partner; set clear expectations prioritize work and develop both resources.
   2. Ensure timely accurate KPI reporting in support of Culligans Business System (Bowlers Root Cause/Countermeasure etc.).
   3. Own the reporting infrastructure that supports the AI and synthetic workforce program.
   4. Direct the internal analyst toward high-value analytical work (root cause analysis trend identification performance modeling); protect their time from low-leverage reporting tasks.
   5. Manage the external partner: define scope enforce quality and timelines assess value and own renew/replace decisions.
   6. Post-implementation define the KPIs that reflect what changed for customers and the business - dont inherit generic metrics.
   7. Build dashboards that make AI and automation performance clear to frontline managers VPs and the SVP.
   8. Translate operational metrics into P&L impact so productivity gains show up in the operating model - not just dashboards.

Requirements

Strong financial modeling skills; comfortable building ROI cases establishing baselines and presenting to executive audiences.

Excellent communicator; translates technical complexity into plain operational language and operational needs into requirements for technology partners.

Experience managing a small analytics team or individual contributors including vendor/partner relationships; able to develop talent and direct analytical priorities.

Exposure to Lean Six Sigma or structured CI methodology - able to partner with a CI function without duplicating it.

Ability to manage cross-functional implementation projects (IT operations vendor partners) without direct authority over all stakeholders.

What We Offer