Sr. Manager, Support Analytics

Senior Manager Of Support Analytics

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We're currently looking for: As the Senior Manager of Support Analytics, you will drive strategic innovation in systems, processes, and tools to increase the efficiency, simplicity, and scalability of our support operations across multiple business units. You'll lead and develop a team of Business Analysts and Analytics professionals, providing strategic direction while mentoring and coaching them to optimize performance and achieve enterprise-wide goals. With a focus on advanced project management, predictive analytics, and executive-level cross-functional collaboration, you will play a critical role in transforming support visibility, effectiveness, and the overall customer experience through data-driven insights and strategic initiatives.

Job Duties:

• Strategic Leadership & Innovation: Drive enterprise-wide development of new systems, processes, and tools to enhance support efficiency and scalability across all business units, with focus on long-term strategic planning and AI-powered analytics solutions.
• Team Leadership & Development: Lead, mentor, and develop a team of Business Analysts and Analytics professionals, establishing career development paths, performance management, and strategic workforce planning to support organizational growth.
• Advanced Project Management: Oversee complex, multi-departmental projects by identifying strategic requirements, collaborating with senior operational teams, and managing enterprise-level milestones through implementation while ensuring alignment with corporate objectives.
• Strategic Reporting & Predictive Analytics: Partner with executive leadership to generate comprehensive reports and predictive models, driving strategic insights into organizational performance, customer satisfaction trends, and business intelligence initiatives.
• Best Practices & Standards Development: Establish enterprise-wide best practices and train senior support leaders on advanced operational effectiveness strategies, ensuring consistency across all support functions.
• Executive Cross-Functional Collaboration: Partner with C-level executives and senior leadership across departments to support and resolve complex escalations related to partner implementations, revenue optimization, and strategic support initiatives.
• Business Intelligence & Strategy: Analyze enterprise support program data to identify strategic opportunities for enhancing RingCentral's competitive positioning and market value proposition through advanced analytics and AI-driven insights.
• Organizational Process Transformation: Lead organizational change initiatives and recommend strategic procedural enhancements based on executive stakeholder feedback to transform the support experience and operational efficiency.
• Senior Stakeholder Engagement: Maintain regular executive-level discussions with cross-functional leadership teams to exchange strategic insights and support high-level data-driven decision-making across the organization.

Desired Qualifications:

• Experience: 7-10 years of progressive experience in operations, support, or analytics leadership roles for strategic IT partners, with at least 3-5 years in senior management positions leading teams of 10+ professionals.
• Technical Leadership: Expert-level analytical and KPI reporting skills, with extensive experience in Salesforce, advanced BI tools (Tableau, Power BI, Looker), and enterprise data management systems.
• Advanced Analytics: Advanced Excel skills, SQL proficiency, and experience with predictive analytics, machine learning applications, and statistical modeling for business intelligence.
• Strategic Experience: Proven track record of successfully leading enterprise-level sales and operational initiatives, with demonstrated ROI impact and measurable business outcomes.
• Executive Presence: Strong executive-level relationship-building and influencing skills, with proven ability to engage with C-suite decision-makers and board-level stakeholders.
• Communication Excellence: Exceptional ability to create and deliver compelling presentations to executive audiences, with experience presenting to senior leadership and board members.
• Process Expertise: Demonstrated ability to design and articulate complex cross-functional support processes at an enterprise level, with experience in organizational change management.
• Leadership Skills: Outstanding verbal and written communication skills, with experience managing remote and international teams.
• Innovation Focus: Proactive, innovative, and technology-driven approach to problem-solving, with experience implementing AI and automation solutions.
• Team Development: Strong team-oriented mindset with a dynamic, results-focused attitude and proven track record of developing high-performing analytics teams.
• Education: Bachelor's degree in Business, Analytics, Engineering, or related field; MBA or advanced degree preferred, or equivalent military and/or senior-level work experience.
• Organizational Leadership: Exceptional organizational skills and attention to detail, with experience managing multiple enterprise-level initiatives simultaneously.
• Industry Knowledge: Deep understanding of SaaS, UCaaS, or Contact Center industry trends and best practices, with experience in enterprise B2B environments.

What We Offer:

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• 401K match and ESPP
• Paid time off and paid sick leave
• Paid parental and pregnancy leave and new parent gift boxes
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Free legal services that provide legal advice, document creation and estate planning
• Employee bonus referral program
• Student loan refinancing assistance
• Employee perks and discounts program

RingCentral's Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.