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Senior Manager, Business Intelligence and Data Analytics

Palo Alto

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

Job Responsibilities:

  • Overall responsibility for the development of data warehouse strategy, architecture and standards that meet business needs and in charge of collecting, analyzing and providing business data models and metrics.
  • Administers the Data Analytics operations team responsible for the design, implementation, maintenance, and support of data warehouse systems and projects.
  • Define the key business and operational KPI’s in partnership with various business and technology stakeholders.
  • Establish best practices and standards for data management, data integration, data warehousing, business intelligence, analytics and data governance.
  • Utilize business data to analyze performance and tie analytics to related systems and business events across all applications and products.
  • Work with enterprise-wide business and IT senior management to understand and prioritize data and analytics requirements.
  • Drive the vendor selection process for our data warehouse solution
  • Oversee the analytics function, including data analytics and data science and sets strategic priorities for the function, and identify new business opportunities based on data.
  • Proactively and regularly provide guidance on where and how analytics can generate business impact/value.
  • Drive initiatives for data accuracy, reliability, usability, accessibility, and efficiency for BI and analytics applications.
  • Monitor the health and enable business users to access data while ensuring the security of the data warehouse environment
  • Work with data engineers to guide development of ETL processes that move data between the various business applications and the warehouse
  • Work with key stakeholders within the organization to develop requirements and implement solutions, including getting data loaded into the warehouse and developing Snowflake data models and Tableau Dashboards.
  • Define standards for ETL processes, data structures, and data organization
  • Promote and evangelize the value of BI, and analytics to all levels of business units.

 

Qualifications:

  • A minimum of 10 years of Data Warehousing / Business Intelligence experience.
  • Bachelor's degree in Computer Science, Information Technology, Data Analytics or Computer Engineering required. 
  • Mastery of SQL, stored procedures, tables, views, database administration
  • Experience in vendor management, RFPs and budget management.
  • Experience with ETL tools like Fivetran, Boomi, Airflow, DBT, etc.
  • Demonstrated experience using multiple databases and tools and leading business intelligence, analytics or data visualization technologies.
  • Experience with BI data visualization tools like Looker, Domo, Tableau is required.
  • Experience with Cloud data warehouse solutions like Hadoop, Snowflake, Trino, Iceberg, Redshift, BigQuery is a must.
  • Extensive experience in operational data stores, NoSQL data structures and multidimensional data modeling such as star schemas, snowflakes, denormalized models.
  • Experience in Master Data Management, Data Stewardship, or Data Governance.
  • Deep understanding of data science, linear algebra, algorithms, and statistics.
  • In-depth knowledge of computer programming languages, such as Python, JavaScript, and Java.
  • Project Management experience with agile project management methodologies.
  • Familiarity with SOAP/REST APIs, flat files (JSON, XML, CSV, Parquet, etc.) and transforming data for ingestion into the data warehouse
  • Familiarity with CRM and ERP applications and their underlying data structures including Salesforce, NetSuite, Zuora, and Workday.
  • Ability to translate between technical language and business language; will serve as an interface between the business and the data we provide.
  • Ability to prioritize incoming requests and communicate well with stakeholders
  • A self-motivated and able to manage one’s own work to get projects over the finish line
  • Have experience working on an agile development team
  • Have experience implementing and running a cloud data warehouse solution and/or ETL process solutions
  • Thrive in a fast-paced environment
  • Excellent written, communication and presentation skills.

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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