About this opportunity
SiriusXM lists this Manager, Automation & Intent Analytics — CX Optimizer opportunity in washington, District of Columbia. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Manager, Automation & Intent Analytics
As the Manager, Automation & Intent Analytics, you will lead automation performance analytics across AI, chatbot, and self‑service flows to increase containment, reduce cost per contact, and improve customer experience. You will partner across CX, Product, and Workforce Management teams to align automation metrics with forecasting and financial goals, helping the business scale efficiency.
What You’ll Do
Lead analytics for automation, intent, and containment across AI, chatbot, and self‑service flows.
Partner with WFM, CX, and Product teams to align automation KPIs with forecasting and financial targets.
Design dashboards and reporting structures to measure containment, saves, and escalation effectiveness.
Drive insight development for digital handoffs, pre‑agent mix, and journey optimization.
Integrate Digital Experience and AI data sources to build unified automation performance views.
Enable continuous improvement by identifying automation opportunities and supporting product iteration.
What You’ll Need
5+ years in analytics, customer experience, or automation performance management.
Expertise in IVR, AI, or chatbot measurement; understanding of routing and escalation.
Proven track record building cross‑functional partnerships across CX, Marketing, and Product.
Strong Tableau and SQL skills preferred; ability to translate complex data into actionable insights.
Must have legal right to work in the U.S.
We expect the base salary for this position to be in the range of $97,000 - $115,000 and may include discretionary short‑term and long‑term incentives.
SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.
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Worksite address
washington, DC, 20022, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.