Manager, Contact Center Automation Analytics

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. How you’ll make an impact: 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. What you’ll do: 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