Manager, Contact Center Automation Analytics at SiriusXM in US-DC-Washington

Job description

• SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.
• This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.
• SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products.
• SiriusXM’s platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S.
• SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company’s advertising sales organization, which operates as SiriusXM
• Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through SiriusXM
• Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.
• As the Manager, Contact Center Automation Analytics, you will make an impact by leading automation performance analytics across AI, chatbot, and self-service flows to increase containment and reduce cost per contact. As a senior individual contributor, you will define measurement frameworks, select analytic methods and evaluation criteria for new automation initiatives, and resolve complex, ambiguous automation performance issues through in-depth evaluation of multi-source data. You will partner across CX, Product, and WFM teams to align automation metrics with forecasting and financial goals, helping the business scale efficiency and enhance customer experience.

Responsibilities

• Lead analytics for automation, intent taxonomy, containment, and contact drivers across AI, chatbot, IVR, and self-service experiences, including complex issues where analysis requires in-depth evaluation of variable factors across customer behavior, routing logic, escalation paths, and operational cost drivers.
• Partner with WFM, CX, and Product teams to align automation KPIs with forecasting and financial targets, coordinating cross-functional workstreams and influencing key contacts outside the immediate area of expertise.
• Design, evolve and maintain dashboards and reporting structures that measure containment, repeat contacts, saves, escalation effectiveness, and overall automation performance, ensuring reporting standards support large projects and scalable business decision-making.
• Investigate automation performance trends, digital handoffs, intent classification, routing effectiveness, and repeat-contact behavior to identify operational improvement opportunities, determine root causes, and recommend creative and effective solutions to complex automation and customer experience issues.
• Integrate Digital Experience and AI data sources to build unified automation performance views, applying independent judgment to data design, metric definitions, and analytical trade-offs.
• Identify automation opportunities, resolve intent tagging and reporting challenges, and translate analytics into actionable recommendations for CX, Operations, Product, and WFM teams.
• Lead large cross-functional automation analytics projects from problem definition through executive-ready insights, translating ambiguous business questions into structured analyses and measurable recommendations.
• Mentor less experienced analysts on automation measurement, dashboard design, intent taxonomy analysis, and interpretation of AI/self-service performance results.

Requirements

• Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 4 years and a Master’s degree
• Related experience in contact center analytics, customer experience analytics, automation performance, or operational analytics.
• Expertise measuring IVR, AI, chatbot, or self-service performance, including containment, intent analysis, routing, escalation, and repeat-contact metrics, with the ability to establish evaluation criteria and interpret variable factors across channels and customer journeys.
• Proven ability to influence cross-functional partners across CX, Operations, WFM, and Product using data-driven insights, including coordination of activities across teams without direct authority.
• Strong Tableau and SQL skills preferred; experience building operational dashboards and translating complex data into actionable business recommendations, measurement standards, and scalable reporting solutions.
• Experience with automation and/or AI tools such as chatGPT, Gemini, etc.
• Must have legal right to work in the U.S.

Skills

Required

• Contact center analytics
• Customer experience analytics
• Automation performance
• Operational analytics
• Influence cross-functional partners
• Data-driven insights
• Legal right to work in the U.S.

Preferred

• Tableau
• SQL
• Operational dashboards

Benefits

• At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $97,000 - $115,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.