Parts and Service Portfolio and Customer Care Analytics

The Manager – Portfolio Analytics & Customer Care Analytics will lead the data sourcing, business intelligence, reporting, and advanced analytics capabilities supporting Mopar portfolio performance and customer care operations. The role will manage a multidisciplinary team of Business Analysts, Reporting Analysts, and Data Scientists responsible for delivering governed data products, intuitive reporting solutions, and decision-ready insights across Mopar lines of business, including sales, mix, pricing, volume, margin, market, customer, dealer, and product performance, as well as customer contacts, case management, satisfaction, and service recovery. This leader will establish priorities and standards and partner with Portfolio Management, Customer Care, Sales, Finance, ICT, and other stakeholders to identify growth opportunities, strengthen customer retention and satisfaction, improve service quality and operational efficiency, and support fact-based decision-making.

Key Responsibilities:

· Team leadership: Lead, coach, and develop Business Analysts, Reporting Analysts, and Data Scientists; establish clear accountabilities, performance expectations, development plans, and collaborative ways of working.

· Business partnership: Serve as the primary analytics partner for Portfolio Management and Customer Care leaders, translating strategic priorities and operational challenges into data, reporting, and advanced-analytics initiatives with clear outcomes.

· Analytics strategy and roadmap: Develop and manage a coordinated roadmap spanning data foundations, recurring reporting, self-service business intelligence, and advanced analytics aligned with Mopar and enterprise objectives.

· Data-source and product oversight: Ensure the team identifies authoritative sources, documents ownership and business rules, and develops reusable data products spanning portfolio performance and customer care operations.

· Business intelligence leadership: Set standards for dashboards, KPIs, semantic models, recurring reporting, scorecards, certification, access, performance, visualization, and user experience across the supported functions.

· Portfolio analytics: Analyze performance across Mopar lines of business to identify sales, mix, pricing, volume, margin, market, customer, dealer, and product trends; translate findings into prioritized growth and corrective actions.

· Customer care analytics: Guide reporting and analysis across contact demand, case volumes, reasons for contact, response and resolution performance, escalations, customer satisfaction, service recovery, and root-cause trends.

· Advanced analytics leadership: Direct segmentation, propensity and retention modeling, anomaly detection, text and sentiment analytics, experimentation, and optimization; ensure appropriate validation, interpretation, monitoring, and responsible use.

· Portfolio and delivery management: Manage demand intake, prioritization, capacity, dependencies, plans, risks, and stakeholder communications across projects and recurring operational support using Agile or comparable practices.

· Continuous improvement: Simplify manual processes, automate recurring analysis, promote reusable methods, and strengthen analytical capabilities across Portfolio Analytics and Customer Care.