Manager Business Performance & Customer Insights

About the role

Manager Business Performance & Customer Insights (Analytics & SAP/OTC Performance Focus) leads BPCI team to design Power BI dashboards, translate business needs into SAP ERP, Salesforce, and other enterprise data solutions, partner with global GCX, Supply Chain, and DTI teams, develop new metrics and reporting frameworks, support strategic initiatives like automation and integration, drive customer insights, establish governance, deliver training and self‑service tools, identify automation opportunities, and provide proactive analysis for risk mitigation.

What you’ll do

• Design, build, and maintain interactive Power BI dashboards and reports monitoring OTC performance metrics
• Translate business needs into scalable data solutions using SAP ERP, Salesforce, and other enterprise systems
• Partner with global GCX, Supply Chain, and DTI teams to ensure data accuracy and standardization
• Lead development of new metrics and reporting frameworks to measure operational effectiveness, customer experience, and digital adoption
• Provide analytics support for strategic initiatives such as process automation, system integration, and continuous improvement projects
• Drive insights on customer behavior and pain points by integrating multiple datasets and collaborating with Customer Journey, Service Delivery, and Product teams
• Establish governance around dashboard design, data sources, and reporting standards to ensure consistency and alignment with enterprise objectives
• Deliver training, documentation, and self-service tools to enhance analytics capabilities across GCX team and business partners
• Identify automation opportunities and influence technology enhancements to improve data accessibility and reduce manual reporting effort
• Provide proactive analysis and early-warning indicators to support operational risk mitigation and business continuity planning

What you’ll bring

• Bachelor's degree in Business, Analytics, Computer Science, Engineering, or related field
• 8+ years experience in analytics, data management, or business intelligence within pharma, biotech, or healthcare

Nice to have

• SAP ERP
• Salesforce
• Power BI
• Tableau

Skills

Benefits

• Data-driven decision making
• Operational excellence
• Cross-functional collaboration
• Self-service analytics
• Automation opportunities