About this opportunity
Publix Super Markets, Inc. lists this Manager, Analytics - Lakeland opportunity in lakeland, Florida. Review the employer’s description below for duties, qualifications and application requirements.
Job description
The purpose of this position is to lead the strategy, development, and evolution of Customer Care and Social Media (CCSM) analytics and insights, transforming data into actionable intelligence that informs decision‑making, improves customer experience, and protects the Publix brand. This role owns the CCSM analytics roadmap, establishes governance and standards, and leads a multidisciplinary team responsible for data integrity, case reporting, customer insights, performance measurement, social listening intelligence, and data storytelling across customer care, social engagement, and digital channels.
Primary Responsibilities:
Leading and executing CCSM’s Analytics strategy to ensure priorities, methodologies, and outputs align with department goals and enterprise objectives.
Establishing and governing CCSM data architecture, integration, and data management practices to ensure reliable, scalable, and consistent information.
Translating customer feedback, operational data, and social listening signals into actionable insights that inform strategy, service delivery, and customer experience improvements.
Defining and monitoring performance measurement frameworks to evaluate operational effectiveness, efficiency, and customer outcomes.
Leading the delivery and execution of analytics solutions, including intake, prioritization, and development of reporting and intelligence capabilities.
Bachelor’s degree in Analytics, Data Science, Statistics, Engineering, Information Technology, Computer Science, or other analytical discipline or equivalent combination of formal training/certification and professional work experience that demonstrates the prerequisite competence to perform the duties of this position
10 years of: performing an analytical function involving critical thinking and applying advanced problem-solving methods
experience managing medium-to-large cross-functional projects
working in a position requiring documenting requirements, developing presentation materials and developing reports
3 years of management or supervisory experience
strong interpersonal, leadership and management skills
expert knowledge of analytics strategies, tools, and best practices
critical thinking, agility and adeptness in understanding new information, processes and technology
strong project management skills
change leadership skills
ability to manipulate and analyze data
ability and willingness to stay up-to-date on technological developments
ability to plan, prioritize, and organize multiple initiatives, resources, and deadlines to achieve business goals
written and verbal communication skills
intermediate knowledge of Microsoft Word and PowerPoint skills
advanced knowledge of Microsoft Excel and Access skills
knowledge of Power BI or data visualization solutions
knowledge of Dataverse and Power Platform ecosystem
MBA or Master’s degree in Analytics, Information Technology, Computer Science, Statistics, Engineering or other analytical discipline
More than 10 years of: performing an analytical function involving critical thinking and applying advanced problem-solving methods
experience managing medium to large cross-functional projects
working in a position requiring documenting requirements, developing presentation materials and developing reports
more than 3 years of management or supervisory experience
professional certification in data science
Certified Analytics Professional
expert knowledge of Microsoft Excel
knowledge of Publix business systems and data sources
knowledge of CCaaS – Contact Center as a Service Solution and Social Engagement Software
knowledge of Social Listening platforms
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Worksite address
lakeland, FL, 33809, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.