Business Intelligence Manager

About Us: Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day. We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and X, and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process. 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. You can work in 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 Basic 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 Preferred Qualifications 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; you've taken undefined data problems and structured them into clear analytical frameworks with owners and deliverables Equal Opportunity Statement Twitch is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Legal: Los Angeles County Fair Chance Ordinance Los Angeles 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. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr