Director, Sales Center Reporting and Advanced Analytics

As our Director of Strategic Planning and Analysis, you’ll play a key role in turning big-picture goals into real-world results. Reporting to our VP of Strategic Planning and Analysis, you’ll help connect strategy with execution—using data to uncover insights that drive smart decisions across the department.In this role, you’ll dive deep into understanding our business and apply your technical expertise to create meaningful improvements. You’ll partner closely with teams across the organization, listening to their needs, sharing timelines, and keeping everyone informed on dashboards, reports, and analyses that matter most.

You’ll also lead technical projects that support our core priorities, boosting sales and optimizing efficiency. If you’re passionate about using technology to make sense of complex data and turning that into actionable recommendations, this is the perfect opportunity to make a real impact.

This is a hybrid position based in our Woodland Hills, CA office. You will be required to adhere to our hybrid work policy, working from our office Monday and Thursday plus one additional weekday on a weekly basis.

Job Responsibilities:

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• Lead and inspire a high-performing team of report developers and data scientists to deliver insights that enhance Contact Center operations and customer experiences.
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• Design executive-level dashboards that make performance metrics clear and actionable for leadership.
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• Build advanced forecasting models using guest trends, promotions, payment activity, and more—leveraging time series (SARIMA), regression, and machine learning in Python and R.
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• Analyze and innovate with statistical methods, mathematical models, and custom AI solutions to uncover trends and guide operational improvements.
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• Champion data integrity by implementing best practices for governance, documentation, and hygiene, and maintaining change management procedures.
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• Stay ahead of the curve by monitoring industry trends and introducing new functionality and best practices to boost productivity.
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• Harness AI tools like Azure Cognitive Services and Co-Pilot for smarter analysis, alerts, and event triggers.
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• Collaborate cross-functionally to create holistic dashboards that map the entire customer journey, while managing ticketing systems and acting as a liaison to ensure data accuracy and usability.
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• Empower your team by sharing knowledge, defining data standards, and crafting development plans and career paths.
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Job Requirements:

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• Strong communicator and “people person” who can simplify complex concepts for diverse audiences.
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• 2+ years leading Data Analytics teams (developers and analysts) and 3+ years working with Genesys CX data.
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• Advanced technical skills: SQL (any dialect), Python, and 4+ years building dashboards and data connections in Power BI.
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• Experience applying machine learning and NLP to contact center data; familiarity with Azure AI, LLMs, Synapse, and Delta Lakes.
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• Solid understanding of ETL workflows and ability to quickly create data-driven executive presentations.
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• Deep knowledge of omni-channel contact centers and performance optimization strategies.
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• Highly organized, proactive, and adaptable—able to manage multiple projects in a fast-paced environment with excellent written and verbal communication skills.
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• Willingness to travel internationally approximately four weeks per year.
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• Bachelor’s degree in Business Analytics, Data Science, Computer science or related field
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What We Offer You:

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• Highly competitive compensation plan.
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• Salary range $150,000 - $200,000 annually determined by a myriad of factors including, but not limited to, years of experience, depth of experience, individual qualifications and other relevant business considerations.
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• Employees are eligible for annual discretionary bonus.
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• 401(k) plan with company match.
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• Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions.
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• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
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• Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
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• Opportunity to take a free and/or discounted cruise.
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• Highly subsidized gym membership.
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• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.
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Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.