Manager, CS Operations Reporting & Analytics

Role & Responsibilities

• Oversee analysts who design, develop, and deliver operational reporting, dashboards, and analytics that support Customer Success leadership.
• Ensure operational metrics and reporting frameworks provide visibility into CS performance .
• Oversee development of dashboards and reports using systems such as Salesforce, BI tools, and operational data platforms .
• Ensure timely delivery of recurring KPI reporting and analytical insights .
• Validate reporting accuracy and data integrity .
• Manage and develop a team of Business Operations Analysts responsible for CS reporting and analytics .
• Provide guidance and prioritization for analytics projects and reporting initiatives .
• Coach analysts on analytical techniques, reporting best practices, and stakeholder engagement .
• Support professional development and performance management of analysts .
• Ensure team workload is aligned to organizational priorities .
• Partner with Customer Success leadership and operational teams to translate business needs into reporting and analytics solutions .
• Work with CS Operations, Professional Services, Account Management, and Support leadership to define reporting needs .
• Translate operational questions into analytical requirements .
• Ensure reporting solutions support operational decision-making and performance management .
• Improve reporting processes, operational metrics, and analytics capabilities .
• Identify opportunities to improve reporting automation and reporting workflows .
• Standardize KPI definitions and reporting methodologies .
• Ensure reporting processes support operational scaling .
• Communicate reporting results and operational insights to leadership .
• Present reporting outputs and trends to CS leadership .
• Provide insights and recommendations based on operational data .
• Ensure leaders understand the meaning and implications of performance metrics .

Skills & Requirements

• Bachelor's degree (Management Information Systems, Business Administration, Economics, Finance, Statistics) . Masters is a plus but not required .
• 5+ years of experience in analytics, reporting, or operations analysis and at least 2 years of management experience .
• Advanced skills in Salesforce, Microsoft Excel or Google Sheets (Logical formulas, Lookups, Pivot Tables) .
• Experience with BI tools such as Power BI, Domo, and Databricks.
• Experience working in SaaS or technology organizations .
• Experience supporting Customer Success or services organizations .

ModMed Benefits Highlight

• At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

United States