Business Intelligence Manager

Please apply on Twitch's Career site: About the Role As the Business Intelligence Program Manager, you will join a small, high‑impact team responsible for CT's data infrastructure, operational reporting, analytical insights, and dashboards. You will translate operational data into clear insights that help leadership and partners make informed decisions across Trust & Safety (T&S) and Customer Experience (CX). You will also be responsible for CT’s financial operations, including operational expenses, workforce management, and regular financial reviews. Locations: San Francisco, CA; Los Angeles, CA; Irvine, CA; New York, NY; or Seattle, WA. You Will Own and maintain CT's core KPI dashboards and data infrastructure, ensuring leadership has accurate, timely visibility into operational performance across T&S and CX. Build and deliver CT's Monthly Business Review (MBR) data, QBR metrics, and financial analysis, communicating performance clearly to audiences from ICs to senior managers. Develop cost and demand forecasting models that inform vendor staffing decisions, budget planning, and capacity allocation across CT's outsourcing operations. Partner with Data Science, Community Health, and engineering teams to maintain CT's data sources, manage a centralized data request intake process, and ensure dashboards are built on scalable infrastructure. Track the impact of CT's AI automation programs on volumes, costs, and operational capacity, surfacing findings and recommendations to your manager and stakeholders. Perks Medical, Dental, Vision & Disability Insurance 401(k) Maternity & Parental Leave Flexible PTO Amazon Employee Discount Qualifications 3+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience. 3+ years of experience in business intelligence, data analytics, or operational reporting in a cross‑functional environment. Proficiency in SQL and at least one data visualization tool (QuickSight, Tableau, Looker, or similar). Demonstrated ability to build dashboards and reporting infrastructure that multiple teams rely on for decision‑making. Experience with cost modeling, demand forecasting, or workforce management analytics. Strong written and verbal communication, with comfort presenting findings to senior managers and cross‑functional partners. Experience in Trust & Safety, content moderation, customer experience operations, or platform integrity. Familiarity with vendor/BPO operations, including cost structures, SLA management, and capacity planning. Experience quantifying the impact of automation or AI initiatives on operational volumes and costs. Comfort with ambiguity; ability to turn undefined data problems into clear analytical frameworks with owners and deliverables. Twitch is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. LosAngeles County applicants: Job duties for this position include work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and company policies. Pursuant to the LosAngeles County Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. Pursuant to the SanFrancisco Fair Chance Ordinance, we will also consider qualified applicants with arrest and conviction records. #J-18808-Ljbffr