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.

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.

• 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