Associate Manager, Digital Insights & Operations

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

Associate Manager, Digital Insights & Operations

Why We Have This Role

The Customer Success Team is at the heart of Qualtrics. Embedded in Customer Success, is our Digital Insights & Operations team, helping the organization pinpoint areas of opportunity with our customers, measuring impact of Customer Success programs, analyzing and improving our digital programs, and surfacing key insights back to the business. We understand our customers’ goals and, as trusted advisors, recommend solutions to the challenges they face with a data-driven approach. 

Qualtrics is seeking an Associate Manager to lead our Digital Insights & Operations team. We are looking for an analytical leader with a passion for team development and clean processes to join the team and have an impact on how we identify customer needs, prove customer-facing impact, and manage Customer Success tools properly. We have ambitious members on this team and are looking for a great leader to join them. If you are data-driven, tech-savvy, a superb communicator and problem-solver, have the ability to build positive relationships and want to work at a fast-growing tech company, Qualtrics could be the place you’ve been dreaming about.

How You’ll Find Success

• Develop a deep understanding of broad company goals and translate them into actionable projects for your team.
• Drive the business forward by measuring effectiveness of Digital and Customer Success practices, identifying gaps and actionable findings, and proactively driving a set of actions to improve customer health
• Apply your strong analytical skills to derive compelling insights and recommendations tailored for executives, management, and Customer Success teams.
• Leverage data-driven insights to identify opportunities, measure program effectiveness, and guide strategic decision-making.
• Foster a culture of operational excellence by establishing best practices, developing repeatable processes, and facilitating knowledge transfer across teams.
• Grow and develop a junior team into strong, independent leaders within the company.

How You’ll Grow

• Grow your understanding of Qualtrics data structures and how they can be leveraged for analyses within the Digital Insights & Operations team and beyond. 
• Strengthen your understanding of our customer health scoring methodology and how to identify areas of improvement in our customer base. 
• Enable and empower the team to be strategic advisors within the Customer Success organization.
• Become a Gainsight expert to consult on broader Customer Success strategy.
• Integrate yourself in the Qualtrics culture and lead by positive example.

Things You’ll Do

• Manage a team of Technical Analysts and Gainsight Admins to accomplish goals set by the Customer Success organization within Qualtrics.
• Mentor and guide your 6 direct reports, supporting their growth and career aspirations.
• Lead detailed analysis of operational metrics and business processes to identify improvement opportunities and validate program outcomes.
• Oversee the prioritization of Customer Success requests such as deep dive analyses, Gainsight system changes, creation of dashboards, customer health analysis, performance of digital campaigns, etc. 
• Help grow the technical expertise of the team, conducting learning sessions, coding reviews, and encouraging peer reviews of challenging data problems. 
• Build relationships with other Go-To-Market Analytics teams to stay up to date on internal databases, upcoming changes, and potential collaboration opportunities.  
• Lead steering committee meetings and Gainsight Champions committees to communicate program needs, facilitate problem solving, and encourage data-driven decision making.
• Be the primary team representative with stakeholders throughout the Customer Success organization, understanding overall goals and setting expectations of how your team will contribute.

What We’re Looking For On Your Resume

• Bachelor’s degree
• 2+ years of experience as a people manager, preferably on a Customer Success Operations, Customer Analytics, Go-to-Market Analytics, Program Management or similar team 
• Minimum 2-3 years of hands-on experience in Product Analytics, Customer Insights, Data Analysis, and/or Program/Project Management 
• Proficiency in Gainsight as a former user, Administrator, or strategic advisor 
• Proficiency in SQL and Python, and the ability to peer review work completed in both 
• Experience in technology, consulting, or similar fast-paced environments
• Bonus Points: Experience in a B2B SaaS company 

What You Should Know About This Team

• We enjoy problem solving and working as a team to find the best solution that not only works from a technical standpoint, but also meets the needs of our customer-facing teams.
• We have a passion for technology and the ability to properly explain technical tasks to non-technical stakeholders.
• We love to collaborate with teams across the organization while also being able to work independently and be a self-starter.
• We are introducing new ways of working within the Customer Success org and the Digital Insights & Operations team plays a key role in identifying where improvements can be made, where gaps exist within customer adoption, and what the data tells us is working vs. not working. 

Our Team’s Favorite Perks and Benefits

• High exposure to senior leadership teams 
• Competitive salary, performance bonuses, and savings investment account.
• Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
• In-office perks like catered lunch, snack bars, and the ability to bring your dog to work
• $1500 experience bonus to be used for an “Experience” of your choosing every year.
• Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.