Business Intelligence Manager

Join Community Trust (CT), an organization dedicated to fostering a safe and supportive environment for streamers and their communities. As the Business Intelligence Program Manager, you will be responsible for managing CT's data infrastructure, operational reporting, analytical insights, and dashboards. You will translate operational data into clear insights that help leadership and partners make informed decisions across Trust & Safety (T&S) and Customer Experience (CX). Additionally, you will oversee CT's financial operations, including operational expenses, workforce management, and regular financial reviews.

• Own and maintain CT's core KPI dashboards and data infrastructure, ensuring leadership has accurate, timely visibility into operational performance across T&S and CX.
• Build and deliver CT's Monthly Business Review (MBR) data, QBR metrics, and financial analysis, communicating performance clearly to audiences from ICs to senior managers.
• Develop cost and demand forecasting models that inform vendor staffing decisions, budget planning, and capacity allocation across CT's outsourcing operations.
• Experience with cost modeling, demand forecasting, or workforce management analytics
• Proficiency in SQL and at least one data visualization tool (QuickSight, Tableau, Looker, or similar)
• Demonstrated ability to build dashboards and reporting infrastructure that multiple teams rely on for decision-making
• 3+ years of experience in business intelligence, data analytics, or operational reporting in a cross-functional environment
• Strong written and verbal communication, with comfort presenting findings to senior managers and cross-functional partners
• Comfort with ambiguity; you've taken undefined data problems and structured them into clear analytical frameworks with owners and deliverables
• Experience quantifying the impact of automation or AI initiatives on operational volumes and costs
• Familiarity with vendor/BPO operations, including cost structures, SLA management, and capacity planning
• Experience in Trust & Safety, content moderation, customer experience operations, or platform integrity