- Responsible for planning, developing, implementing, and reporting on Support, Cloud Operations, and Customer Success metrics using both traditional BI tools and AI-driven analytics. Drives program governance for Google BigQuery, Looker Studio, Tableau, and Jira. Leverages machine learning models, predictive analytics, and Generative AI to analyze complex support datasets, uncover hidden trends, automate operational workflows, and deliver proactive insights that optimize support systems and processes.
- Accurately analyze and collect data to create business reports that provide insight into key data points for Support’s initiatives. Monitor and communicate performance data, usage accuracy and ROI. Watch for unusual trends or anomalies and engage appropriate leaders where action is required. Provides direct assistance as requested to prepare reports or analyze data from all levels of management within Support.
- Oversee and administer Tableau, Looker/Data Studio reports, Jira Dashboards, etc. Utilize established QAD processes and tools to verify data accuracy for audits. Monitor automated processes to ensure consistent and correct processing of data – and take a leading role in investigation and resolution of any issues.
- Use generative AI and machine learning to analyze past support interactions to extract trends and automate actions. Perform data analysis for generating and distributing management reports in an accurate and timely manner. Prepare and publish Monthly and Quarterly performance metrics for Support, including ROI results, and prepares quarterly accruals and final achievement reports.
- Contribute to departmental projects – including leading select initiatives independently.
- Support day to day operations, monitoring and problem resolution for any issues that arise with the governed tools and processes.
- Other duties as assigned
- Education: Education in, or equivalent experience in a high-tech Customer Support industry. Computer programming experience is a plus
- Professional degree: Data Analytics, Business Administration
- Experience: Minimum of 3 years of experience in data management, reporting platforms, and enterprise analytics. Proven track record of analyzing large, complex datasets to uncover trends and derive actionable business insights. Hands-on experience applying Generative AI, Natural Language Processing (NLP), or Machine Learning to analyze unstructured customer/support interaction data and automate reporting actions. Proficiency in data collection with familiarity in contracts or intellectual property entitlement. Strong planning, critical thinking, and problem-solving skills.
- Other Program / Supplemental Training: Data analytics, Tableau, Google Data Studio, and Business Analytics/Intelligence is required. CRM, CMDB and Project management experience is a plus.
- Computer skills: This position requires hands-on expertise in Advanced SQL Techniques (Window Functions, CTEs, Joins, Views, Scheduled Queries, etc). Perform data preparation, transformation, and validation using SQL, Excel, BI Tools. Experience in developing, designing and building BI dashboards and reports using Looker Studio and Tableau.
- Other knowledge: Apply data modelling techniques to ensure scalable and reusable analytical datasets.
Why QAD?
Structured Mentorship: Benefit from a structured program and training designed for rapid career development
Inclusive Culture: Join a collaborative and inclusive environment that champions learning, growth, and diverse perspectives
Ready to step into the future of manufacturing? Apply now and start building a System of Action!
About QAD:
QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days.
QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.