Manager, Analytics Services (Consumer Experience and Call Center) - Remote

Overview

The Manager of Analytic Services leads a multidisciplinary analytics team focused on enhancing consumer and patient experience, with a strong emphasis on call center analytics and operational improvement. Collaborates with organizational leadership and key stakeholders to define, prioritize, and deliver advanced analytics solutions that drive strategic initiatives and optimize business outcomes. Utilizes expertise in Sentara’s informatics infrastructure, data engineering, and visualization tools—including Databricks, Power BI, and Tableau—to develop, interpret, and communicate analytical models supporting program evaluation, operational performance, and clinical excellence.

Key responsibilities include:

Strategic Analytics Leadership: Defines consumer and patient experience analytic requirements in partnership with business and clinical leaders. Aligns analytic strategies with enterprise goals, leading projects from conception to execution using Agile methodologies.

Technical Solutions & Visualization: Designs, develops, and implements scalable analytical solutions leveraging Databricks, Power BI, Tableau, and other enterprise tools. Translates complex data into actionable insights, dashboards, and visualizations for diverse audiences.

Process Improvement & Change Management: Identifies and implements process enhancements to improve the customer journey, call center performance, and clinical quality metrics. Champions change management best practices to embed analytics-driven improvements across business units.

Stakeholder Engagement: Builds effective relationships with internal and external partners, driving consensus and stewardship of analytic priorities. Communicates findings and recommendations to executive leadership in a clear, actionable manner.
Team Leadership & Development: Manages and mentors analytic staff, fosters a culture of continuous learning and professional growth. Responsible for HR development, performance management, and recruitment. Oversees vendor relationships, including contract negotiation and management.

Project Management: Oversees a portfolio of analytics projects, ensuring timely delivery using established project management methodologies. Coordinates cross-functional teams to meet milestones, deliverables, and customer service targets.
Regulatory & Clinical Reporting: Ensures analytic solutions support regulatory compliance and clinical quality reporting, applying quantitative research design and rigorous analytic standards.

Education

• Bachelor's Level Degree (Required)

Certification/Licensure

• Project Management Professional Certification (PMP) – (Preferred)

Experience

• 5+ years of experience in the Clinical/Business Sectors (Required)
• 5+ years of experience in Healthcare (Required)
• Proficiency with Agile frameworks, Databricks, Power BI, Tableau, and other modern analytics and visualization tools strongly preferred
• Demonstrated experience in project management and quantitative research design, preferably within healthcare, consumer experience, or call center domains.
• Proven success in process improvement, stakeholder management, team development, and change management initiatives.