Senior Manager, Business Analytics - Strategic Modeling

Accountabilities: Lead, develop, and mentor a multidisciplinary Business Analytics team responsible for long-term revenue forecasting, customer contact forecasting, capacity planning, and strategic modeling. Establish and manage an integrated modeling framework connecting commercial assumptions, customer demand, productivity, workforce capacity, recruitment, training requirements, and financial outcomes. Design, develop, and oversee advanced forecasting, scenario-planning, and sensitivity-analysis models to evaluate key business drivers, including demand, conversion rates, productivity, average handling time (AHT), employee attrition, automation, and hiring timelines. Translate complex analytical findings into actionable recommendations regarding workforce capacity, recruitment, training, operational investments, and long-term resource allocation. Present business outlooks, risks, opportunities, and strategic trade-offs to senior executives, ensuring analytical insights support effective financial and operational decisions. Partner closely with Care leadership, Finance, Operations, Recruiting, Command Center, and other cross-functional stakeholders to align forecasting assumptions and strategic priorities. Establish and continuously improve forecasting methodologies, model governance, validation frameworks, backtesting processes, and documentation standards. Drive greater automation, scalability, predictive accuracy, and efficiency across analytical processes to accelerate access to actionable business insights. Identify emerging business risks and opportunities through predictive modeling and scenario analysis, providing recommendations that support proactive planning. Build a high-performing analytics culture focused on technical excellence, continuous improvement, collaboration, and measurable business impact. Requirements At least 8 years of professional experience in Business Analytics, Forecasting, Strategic Planning, Financial Modeling, Capacity Planning, or a related quantitative discipline. Minimum of 3 years of people management experience, with a demonstrated ability to develop analytics professionals and lead complex, cross-functional initiatives. Proven experience designing, implementing, and improving forecasting and strategic modeling capabilities, including time-series forecasting, scenario planning, model validation, backtesting, and sensitivity analysis. Strong SQL proficiency and practical knowledge of Python and/or R for analytical modeling, automation, and forecasting development. Experience working with business intelligence and data visualization platforms such as Amazon QuickSight, Tableau, or Power BI. Strong understanding of financial and operational performance drivers, with the ability to connect analytical findings to business strategy and measurable outcomes. Excellent analytical and problem-solving skills, including the ability to interpret complex datasets, evaluate business assumptions, and develop reliable predictive models. Demonstrated ability to communicate sophisticated analytical concepts clearly and translate technical insights into actionable recommendations for senior and executive stakeholders. Strong stakeholder management and influencing skills, with experience collaborating across Finance, Operations, Workforce Planning, Recruiting, and other business functions. Strategic mindset combined with hands-on analytical expertise and the ability to balance long-term planning with practical business requirements. Additional qualifications that would be an advantage: Experience establishing or scaling centralized forecasting, strategic modeling, workforce analytics, or capacity planning functions. Background supporting large-scale customer care operations, contact centers, sales organizations, or other high-volume service environments. Experience integrating revenue forecasting, customer demand, workforce capacity, and financial planning into a unified strategic business model. Advanced knowledge of statistical forecasting and time-series modeling techniques. Experience developing automated, scalable forecasting solutions and improving analytical processes. A Master's degree in Finance, Economics, Statistics, Operations Research, Data Analytics, Mathematics, or another relevant quantitative discipline. Candidates are encouraged to apply even if they do not meet every listed requirement. Relevant transferable experience, diverse professional backgrounds, and a willingness to learn and grow are also valued. Benefits Competitive compensation: Annual base salary ranging from CA$137,000 to CA$205,000, depending on experience, skills, and location. Performance-based bonus: Potential eligibility for a discretionary annual cash bonus of up to 15% of base salary, based on individual and company performance. Equity participation: Potential eligibility to participate in an employee equity plan. Remote flexibility: Fully remote working arrangement, with the opportunity to work from home in British Columbia or Ontario. Healthcare coverage: Health, dental, and vision insurance. Financial protection: Life insurance, critical illness coverage, and accidental death and dismemberment (AD&D) insurance. Health and wellness: Healthcare spending account, employee assistance program, and paid wellness days. Time off: Paid sick leave, personal days, public holidays, and generous time-off provisions. Family support: Paid parental leave. Retirement and savings: Access to retirement savings programs and an employee stock purchase plan. Inclusive culture: Opportunities to participate in employee resource groups and contribute to a diverse, collaborative workplace. Entrepreneurial environment: A culture that encourages initiative, individuality, innovation, and professional development. Additional benefits: Other programs and benefits in accordance with applicable company policies and Canadian employment regulations.