What are the responsibilities and job description for the Director of Reporting and Analytics (Customer Experience Operations) position at Tential Solutions?
Director of Reporting and Analytics – Customer Experience Operations
Location: Austin
Reports to: VP of CX Strategy
Type: Full-time, Director-level
Our client provides integrated software and financial solutions to groups and organizations, helping them operate more efficiently and achieve their missions. Our platform supports a diverse range of verticals, including associations, nonprofits, education, and membership-based organizations.
We are at an inflection point. Our customer base is maturing and increasingly expects outcomes, not just software. We are scaling fast — growing through acquisition and organic expansion — and building toward a future where every client across our diverse ecosystem is genuinely delighted by what we deliver.
THE OPPORTUNITY
This role exists because our client is ready to bring structure, consistency, and strategic visibility to reporting and analytics across its Customer Experience organization. The Director of Reporting and Analytics – CX Operations will be responsible for building, managing, and scaling reporting capabilities across Professional Services, Customer Support, Managed Services, and Education.
You will manage a team of 2–3 analysts and BI developers and work directly with CX leaders to deliver reliable, actionable insights. Our current reporting environment pulls from source systems including Power BI, Salesforce, Zendesk, Kantata, and Monday.com — and a meaningful part of this role is bringing consolidation and discipline to that landscape.
This is a hands-on leadership role as we build out the function. If you thrive in ambiguity, bring structure to complexity, and enjoy turning operational data into decisions, this is the role.
What You Will Own
Reporting & Dashboard Ownership
– Design, build, and maintain dashboards and reports across Professional Services, Customer Support, Managed Services, and Education using Power BI
– Establish consistent reporting cadences (weekly, monthly, quarterly) for CX leadership
– Ensure accuracy, reliability, and usability of all CX reporting outputs
– Translate business requirements into clear, actionable dashboards and reports
– Prepare ELT and board level reporting packs.
KPI Definition & Operational Metrics
– Define, document, and maintain core CX metrics, including utilization, backlog, SLA adherence, resolution times, CSAT, training completion, and education impact on retention
– Standardize metric definitions across teams to ensure consistency in reporting
– Monitor performance trends and surface areas requiring attention
Operational Support & Insights
– Provide ongoing reporting and analysis to support day-to-day CX operations
– Identify performance gaps and deliver actionable insights to CX leaders
– Support workforce planning, capacity tracking, and service delivery monitoring
– Deliver recurring and ad hoc analysis to support operational decision-making
Data & Process Improvement
– Partner with Data Engineering and IT to improve data quality and accessibility across Salesforce, Zendesk, Kantata, Vitally, and Monday.com
– Reduce manual reporting through automation and improved data workflows — a core near-term priority
– Maintain documentation for data sources, metric definitions, and reporting processes
Team Leadership
– Lead and develop a team of 2–3 analysts and BI developers
– Establish clear priorities, workflows, and quality standards for reporting deliverables
– Provide hands-on guidance to ensure timely, high-quality execution
Cross-Functional Collaboration
– Partner with CX leaders to gather reporting requirements and prioritize needs
– Collaborate with Finance, Product, and RevOps as needed to align reporting outputs
– Support broader CX initiatives through data and reporting
Experience
WHAT WE ARE LOOKING FOR
– 7–10 years of experience in business intelligence, reporting, or analytics
– 2–4 years of experience managing analysts or BI teams
– Strong hands-on experience with Power BI and SQL
– Experience building and maintaining operational dashboards and reports
– Familiarity with CX systems — experience with Salesforce, Zendesk, Kantata, or Monday.com is a strong plus
– Strong attention to detail and commitment to data accuracy
– Ability to translate business needs into practical reporting solutions
Preferred
– Experience supporting Customer Support, Professional Services, Customer Success,or Education teams
– Familiarity with service delivery metrics (utilization, SLAs, backlog, CSAT)
– Experience consolidating or improving reporting processes in a growing organization
– Exposure to data warehousing concepts and modern data environments
How You Operate
– Analytically rigorous: you connect operational data with leadership decisions and surface what matters
– Structured thinker: you build structure into ambiguous, evolving environments
– Pragmatic builder: you deliver dashboards and reports people actually use
– Collaborative operator: you partner effectively with CX, Finance, Product, and RevOps
– Detail-oriented: you are precise about definitions, sources, and methodology
– Effective communicator: you translate what you find into clear, actionable recommendations
What Success Looks Like
– Reliable, standardized reporting across all CX functions within the first 6 months
– Clear visibility into team performance and operational health for CX leaders
– Meaningfully reduced manual reporting through automation and process improvement
– Strong adoption of Power BI dashboards across the CX organization
– Well-documented, scalable reporting processes that the team can build on
Location: Austin
Reports to: VP of CX Strategy
Type: Full-time, Director-level
Our client provides integrated software and financial solutions to groups and organizations, helping them operate more efficiently and achieve their missions. Our platform supports a diverse range of verticals, including associations, nonprofits, education, and membership-based organizations.
We are at an inflection point. Our customer base is maturing and increasingly expects outcomes, not just software. We are scaling fast — growing through acquisition and organic expansion — and building toward a future where every client across our diverse ecosystem is genuinely delighted by what we deliver.
THE OPPORTUNITY
This role exists because our client is ready to bring structure, consistency, and strategic visibility to reporting and analytics across its Customer Experience organization. The Director of Reporting and Analytics – CX Operations will be responsible for building, managing, and scaling reporting capabilities across Professional Services, Customer Support, Managed Services, and Education.
You will manage a team of 2–3 analysts and BI developers and work directly with CX leaders to deliver reliable, actionable insights. Our current reporting environment pulls from source systems including Power BI, Salesforce, Zendesk, Kantata, and Monday.com — and a meaningful part of this role is bringing consolidation and discipline to that landscape.
This is a hands-on leadership role as we build out the function. If you thrive in ambiguity, bring structure to complexity, and enjoy turning operational data into decisions, this is the role.
What You Will Own
Reporting & Dashboard Ownership
– Design, build, and maintain dashboards and reports across Professional Services, Customer Support, Managed Services, and Education using Power BI
– Establish consistent reporting cadences (weekly, monthly, quarterly) for CX leadership
– Ensure accuracy, reliability, and usability of all CX reporting outputs
– Translate business requirements into clear, actionable dashboards and reports
– Prepare ELT and board level reporting packs.
KPI Definition & Operational Metrics
– Define, document, and maintain core CX metrics, including utilization, backlog, SLA adherence, resolution times, CSAT, training completion, and education impact on retention
– Standardize metric definitions across teams to ensure consistency in reporting
– Monitor performance trends and surface areas requiring attention
Operational Support & Insights
– Provide ongoing reporting and analysis to support day-to-day CX operations
– Identify performance gaps and deliver actionable insights to CX leaders
– Support workforce planning, capacity tracking, and service delivery monitoring
– Deliver recurring and ad hoc analysis to support operational decision-making
Data & Process Improvement
– Partner with Data Engineering and IT to improve data quality and accessibility across Salesforce, Zendesk, Kantata, Vitally, and Monday.com
– Reduce manual reporting through automation and improved data workflows — a core near-term priority
– Maintain documentation for data sources, metric definitions, and reporting processes
Team Leadership
– Lead and develop a team of 2–3 analysts and BI developers
– Establish clear priorities, workflows, and quality standards for reporting deliverables
– Provide hands-on guidance to ensure timely, high-quality execution
Cross-Functional Collaboration
– Partner with CX leaders to gather reporting requirements and prioritize needs
– Collaborate with Finance, Product, and RevOps as needed to align reporting outputs
– Support broader CX initiatives through data and reporting
Experience
WHAT WE ARE LOOKING FOR
– 7–10 years of experience in business intelligence, reporting, or analytics
– 2–4 years of experience managing analysts or BI teams
– Strong hands-on experience with Power BI and SQL
– Experience building and maintaining operational dashboards and reports
– Familiarity with CX systems — experience with Salesforce, Zendesk, Kantata, or Monday.com is a strong plus
– Strong attention to detail and commitment to data accuracy
– Ability to translate business needs into practical reporting solutions
Preferred
– Experience supporting Customer Support, Professional Services, Customer Success,or Education teams
– Familiarity with service delivery metrics (utilization, SLAs, backlog, CSAT)
– Experience consolidating or improving reporting processes in a growing organization
– Exposure to data warehousing concepts and modern data environments
How You Operate
– Analytically rigorous: you connect operational data with leadership decisions and surface what matters
– Structured thinker: you build structure into ambiguous, evolving environments
– Pragmatic builder: you deliver dashboards and reports people actually use
– Collaborative operator: you partner effectively with CX, Finance, Product, and RevOps
– Detail-oriented: you are precise about definitions, sources, and methodology
– Effective communicator: you translate what you find into clear, actionable recommendations
What Success Looks Like
– Reliable, standardized reporting across all CX functions within the first 6 months
– Clear visibility into team performance and operational health for CX leaders
– Meaningfully reduced manual reporting through automation and process improvement
– Strong adoption of Power BI dashboards across the CX organization
– Well-documented, scalable reporting processes that the team can build on