Director of Reporting and Analytics (Customer Experience Operations)
This is a high-impact leadership role designed for a data expert who can harmonize reporting across diverse service departments. With a competitive $160k salary and a focus on building scalable BI infrastructure, it offers the chance to define the analytical standards for a major customer experience operation. It is an ideal blend of technical oversight and strategic management in a fast-paced environment.
Tential
Austin, Texas, United States · Posted 28 April 2026
The role
Overview
The hiring side
About Tential
Tential is a mid-sized employer working in data & technology services, based in Austin, Texas, United States.
Data & Technology Services
Medium
Austin, Texas, United States
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Requirements & Skills
Key Responsibilities
- Lead and mentor a team of BI analysts to deliver high-quality operational insights
- Standardize reporting processes across Professional Services, Support, and Education
- Develop and maintain sophisticated operational dashboards using Power BI and SQL
- Collaborate with cross-functional leaders to define and track key performance indicators
- Oversee the integration of data from various CX systems into a unified reporting framework
Essential
- 7 to 10+ years of professional experience in business intelligence, reporting, or data analytics
- 2 to 4+ years of direct management experience leading BI teams or data analysts
- Expert-level proficiency in SQL for data extraction and manipulation
- Advanced hands-on experience with Power BI for dashboard creation and maintenance
- Proven track record of translating complex business requirements into technical reporting solutions
- Exceptional commitment to data accuracy and precision
Preferred
- Experience with Customer Experience platforms like Salesforce, Zendesk, Kantata, or Monday.com
- Deep understanding of service delivery metrics such as SLAs, utilization rates, backlog, and CSAT
- Background in consolidating reporting workflows within rapidly scaling organizations
- Familiarity with modern data warehousing concepts and cloud data environments
- Professional certifications in Data Analytics or Business Intelligence
Key Skills
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People to Know
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Perks
Benefits & perks
- Competitive annual salary of $160,000
- Permanent, full-time employment status
- Opportunity to lead and shape a growing analytics department
- High-visibility role with cross-functional impact
- Location in the vibrant tech hub of Austin, Texas
Next step
Apply now
Found via wordpress.tential.com