Job Description

Job description

RemX by Employbridge has partnered with their client to assist with their search for a Senior Manager, Enterprise Customer Insights & Speech Analytics.

Senior Manager, Enterprise Customer Insights & Speech Analytics

Locations (Onsite): White Plains, NY

Salary Range: $97,600 – $122,000

Overview

We’re seeking a strategic and dynamic Senior Manager of Enterprise Customer Insights & Speech Analytics to lead and scale a high-impact analytics program across the enterprise. In this role, you'll be responsible for building and managing a centralized NICE/Nexidia speech analytics team, helping transform voice data into actionable insights that drive performance, improve customer experience, ensure compliance, and support growth.

You will collaborate closely with cross-functional business leaders to align analytics initiatives with enterprise-wide priorities.

Key Responsibilities

• Program Leadership : Launch, expand, and oversee the Nexidia AI Speech Analytics platform in alignment with enterprise goals.
• Team Building : Establish and lead a high-performing speech analytics team; provide strategic direction, coaching, and development.
• Executive Partnership : Act as a strategic advisor to senior leadership, delivering regular updates and insights that inform business decisions.
• Insight Delivery : Translate customer and associate voice data into recommendations that enhance sales, operations, service, and compliance.
• Collaboration : Serve as the bridge between analytics, business units, and stakeholders to drive adoption and outcomes.
• Opportunity Identification : Proactively identify areas for improvement using advanced analytics to elevate customer experience and operational effectiveness.
• Data & Reporting : Oversee development of dashboards, reports, and visual presentations that clearly communicate trends and recommendations.
• Vendor Management : Manage external vendors and contracts, including coordination with legal and executive teams.
• Change Management : Champion the rollout and integration of new analytics tools and processes across the enterprise.

Qualifications

Education & Experience

• Bachelor’s degree in Data Science, Business Analytics, IT, or related field with 5–7 years of relevant experience
• Associate’s degree with 8–9 years, or high school diploma with 10–11 years of equivalent experience will also be considered
• Proven background in contact center operations, data analytics, and enterprise technology implementations
• Experience managing cross-functional teams and enterprise-level projects

Technical Skills

• Hands-on experience with Nexidia , NICE , CallMiner , or similar AI-based speech analytics platforms
• Proficiency in Microsoft Office, especially Excel (analytics) and PowerPoint (presentations)
• Strong data analysis, storytelling, and process mapping skills

Leadership & Communication

• Ability to engage and influence at all organizational levels, including executive leadership
• Skilled in managing change and driving adoption of new tools and methodologies
• Strong strategic thinking, conflict resolution, and consensus-building abilitity.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Please apply today to learn more about this great opportunity.

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