Director Of Operational Reporting & Analytics

Who We Are
HungerRush is a leading provider of integrated restaurant solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering, delivery, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators of all sizes more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at  www.hungerrush.com
Position Overview
This leadership role will lead the development of analytical processes, reporting cadences, workforce management planning and operational efficiency programs in support of all post sales processes from implementation to customer success. This is a “Swiss Army Knife” role, one requiring collaboration across functions, knowledge of enterprise software, Implementations, Contact Centers, Customer Success, Supply Chain and Payments. This is a remote role but may not be performed in the following states: California, Colorado, Maine, Minnesota, New York, Ohio, Pennsylvania, Washington D.C, or Washington. Access to an office space is available in Overland Park, KS and Houston, TX.
The Environment You Will Support: Post sales functions: Implementations, Support, Success, Supply Chain, Payment Operations and Hardware Deployment and the leaders who support each function. 200 FTE, mostly US based, with 100 overseas contractors. An ecosystem reimagining how best to provide a best-in-class post sales customer experience as efficiently as possible, with the most automation possible. What You Will Do and Deliver and the Outcomes Desired: Solid data & analytics thought leadership internally and externally to establish credibility. Develop and rollout strategic a roadmap for Reporting and Analytics capabilities for all post sales functions. Partner with finance and other functional areas to assess and “cleanup” multiple data challenges across the enterprise. Collaborate with leadership to determine Analytics initiatives in support of key functional areas / deliverables such as operational efficiency, performance management, forecasting, scheduling and pipeline management. Ideate and create user friendly, intuitive performance dashboards at all levels of the organization, introducing best practices in support of operational effectiveness, efficiency and KPI achievement. Refine L1, L2, and L3 metrics and the reports / dashboards supporting all. Partner with key stakeholders to assess and rationalize multiple sources of data and systems with an eye to simplify and consolidate where possible. Centralize and consolidate reporting and analytics in support of post-sale functional leaders, delivering consistent reporting quality, succinctly and consistently. Ability to develop, socialize and implement processes and solutions powered by automation; collate and refine requirements into detailed tasks and deliverables. Lead contact center, implementations and success workforce management, planning and scheduling. Responsible for the overall delivery of high-value reporting, insights, and suggested action deliverables on behalf of our leaders and executives. Provide people-first leadership approach fostering a culture of excellence, best practice sharing. Qualifications :
5+ Years data and analytics experience. 5+ years deep expertise in contact center analysis and best practices 5+ years supporting enterprise software. Ability to deliver outcomes when data is limited or inconsistent. Beyond creating analysis, creating insight, and advising on action from insight Comfortable as an individual contributor or leader of high performing teams. Fixer / builder mentality and confidence to provide input and pushback in group settings. Passion and track record of solving complex business problems. Collaborative way of working, change agent. Ability to develop into a trusted advisor to senior leaders; taking your analysis to insight to action Communication skills (PPT, visual story telling necessary) allowing individual to explain strategy and executional approach. Transformational mind-set truly enjoys continuous change and evolution. Excellent relationship building, diplomacy, and decision-making skills. Creative with an automation 1st mind-set. Basic data engineering knowledge/experience to transform disparate data into usable information repeatably Thinks, acts and executes like a thrifty business owner. People-first mentality and approach to team building. Comfortable with learning and working with/implementing changing data sources, data repositories, and reporting applications, Ability to keep up to date on data privacy shifts and how this impacts insights & measurement deliverables. Customer success and retention experience. Knowledge and experience with Salesforce, Zendesk and supporting software such as Gainsight and GuideCX. Disclaimer:  This indicates the general nature and level of work expected of the incumbent(s).  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent(s) may be asked to perform other duties in addition to those described above. 
HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.  Powered by JazzHR