Director of Reporting and Analytics – Customer Experience Operations

The company provides integrated software and financial solutions to groups and organizations, helping them operate more efficiently and achieve their missions. Its platform supports a range of verticals, including associations, nonprofits, education, and membership-based organizations.

The business is scaling through acquisition and organic growth and is focused on giving clients clear outcomes, not just software.

This role exists to bring structure, consistency, and strategic visibility to reporting and analytics across the Customer Experience organization. The Director of Reporting and Analytics – CX Operations will build, manage, and scale reporting capabilities across Professional Services, Customer Support, Managed Services, and Education.

The role will manage a team of 2–3 analysts and BI developers and work directly with CX leaders to deliver reliable, actionable insights. The current reporting environment pulls from systems such as Power BI, Salesforce, Zendesk, Kantata, and Monday.com, and part of the job is to bring consolidation and discipline to that landscape.

This is a hands-on leadership role in a growing function.

• Design, build, and maintain dashboards and reports across Professional Services, Customer Support, Managed Services, and Education using Power BI.

• Establish consistent reporting cadences, including weekly, monthly, and quarterly reporting for CX leadership.

• Ensure accuracy, reliability, and usability of all CX reporting outputs.

• Translate business requirements into clear, actionable dashboards and reports.

• Prepare executive and board-level reporting packs.

• Define, document, and maintain core CX metrics, including utilization, backlog, SLA adherence, resolution times, CSAT, training completion, and education impact on retention.

• Standardize metric definitions across teams to ensure consistency in reporting.

• Monitor performance trends and surface areas requiring attention.

• Provide ongoing reporting and analysis to support day-to-day CX operations.

• Identify performance gaps and deliver actionable insights to CX leaders.

• Support workforce planning, capacity tracking, and service delivery monitoring.

• Deliver recurring and ad hoc analysis to support operational decision-making.

• Partner with Data Engineering and IT to improve data quality and accessibility across Salesforce, Zendesk, Kantata, Vitally, and Monday.com.

• Reduce manual reporting through automation and improved data workflows.

• Maintain documentation for data sources, metric definitions, and reporting processes.

• Lead and develop a team of 2–3 analysts and BI developers.

• Establish clear priorities, workflows, and quality standards for reporting deliverables.

• Provide hands-on guidance to ensure timely, high-quality execution.

• Partner with CX leaders to gather reporting requirements and prioritize needs.

• Collaborate with Finance, Product, and RevOps as needed to align reporting outputs.

• Support broader CX initiatives through data and reporting.

• 7–10+ years of experience in business intelligence, reporting, or analytics.

• 2–4+ years of experience managing analysts or BI teams.

• Strong hands-on experience with Power BI and SQL.

• Experience building and maintaining operational dashboards and reports.

• Familiarity with CX systems such as Salesforce, Zendesk, Kantata, or Monday.com.

• Strong attention to detail and commitment to data accuracy.

• Ability to translate business needs into practical reporting solutions.

• Experience supporting Customer Support, Professional Services, Customer Success, or Education teams.

• Familiarity with service delivery metrics such as utilization, SLAs, backlog, and CSAT.

• Experience consolidating or improving reporting processes in a growing organization.

• Exposure to data warehousing concepts and modern data environments.

• Analytically rigorous: you connect operational data with leadership decisions and surface what matters.

• Structured thinker: you build structure into ambiguous, evolving environments.

• Pragmatic builder: you deliver dashboards and reports people actually use.

• Collaborative operator: you partner effectively with CX, Finance, Product, and RevOps.

• Detail-oriented: you are precise about definitions, sources, and methodology.

• Effective communicator: you translate findings into clear, actionable recommendations.

• Reliable, standardized reporting across all CX functions within the first 6 months.

• Clear visibility into team performance and operational health for CX leaders.

• Meaningfully reduced manual reporting through automation and process improvement.

• Strong adoption of Power BI dashboards across the CX organization.

• Well-documented, scalable reporting processes that the team can build on.

If you want, I can also turn this into a  fully anonymized external posting version  that removes the systems list and any clues about the company’s verticals.