Business Intelligence Manager

We are seeking an Intelligent Systems & Automation Manager to design and implement cutting-edge systems that transform how we leverage data and automation to drive customer success and business efficiency. Reporting directly to the VP of Customer Experience, this role is strategically positioned to influence critical initiatives and drive innovation.

Starting with Customer Success, this role will build intelligent automation engines that integrate data, trigger real-time workflows, and empower teams to act on insights immediately. Over time, these systems will scale to support multiple departments, including Sales, Operations, and Marketing. Additionally, the role will lay the foundation for sophisticated business reporting using tools like Tableau, enabling deeper insights and improved decision-making across the organization.

As part of the Customer Experience organization, this role is instrumental in driving a customer-first approach, blending modern automation technologies with data-driven insights to enhance engagement, streamline processes, and improve outcomes.

Key Responsibilities:

System Design & Implementation:

• Lead the development of intelligent automation systems using tools like n8n, Totango, HubSpot, and Metabase, as well as AI platforms such as ChatGPT.
• Create real-time, trigger-based workflows that connect multiple data sources to enable immediate actions and feedback loops.
• Build scalable and modular systems, starting with Customer Success, and expand across other departments as needs evolve.
  

Customer Success Automation:

• Work with CS and Ops leadership to develop and implement customer health models to identify churn risks and upsell opportunities.
• Enable Customer Success Managers (CSMs) with automated, real-time insights and task assignments to proactively engage customers.
• Continuously refine systems through feedback to improve task quality and predictive accuracy.
• Design the system as a scalable template to integrate with other functions, enabling real-time workflows and actionable insights across departments such as Sales, Operations, and Marketing.

Data Integration & Integrity:

• Collaborate with teams to define data needs and ensure robust data collection, accuracy, and governance.
• Build unified data frameworks that enable seamless integration across platforms.
• Develop comprehensive documentation for data models, workflows, and systems to support knowledge sharing and enable team growth over time.
  

Process Optimization:

• Analyze and streamline cross-functional workflows to maximize the impact of automation and insights.
• Design intelligent systems that adapt dynamically to changes in business processes and customer needs.
• Document processes thoroughly, including creating detailed flowcharts to collaborate with stakeholders, secure buy-in, and serve as templates for system development.

Leadership & Collaboration:

• Serve as a thought leader in intelligent automation, providing strategic guidance to stakeholders across the organization.
• Mentor team members and foster a culture of innovation, collaboration, and continuous improvement.
• Partner closely with the Customer Experience organization to ensure all initiatives align with a customer-first vision.

Qualifications:

• 5+ years of experience in business intelligence, data engineering, or intelligent automation roles.
• Strong expertise in automation platforms (e.g., n8n, Zapier, UiPath) and data integration tools.
• Proven ability to design systems that operationalize data insights into real-time, actionable workflows.
• Proficiency in SQL and data manipulation, with experience connecting multiple data sources.
• Experience designing and implementing API integrations across various platforms, enabling seamless data connectivity and workflow automation.
• Advanced skills in spreadsheet tools, including building complex models, utilizing advanced formulas, and creating data visualizations.
• Demonstrated ability to design, build, and deliver reports using tools like Tableau, Metabase, or similar platforms, with a focus on actionable insights and operational improvements.
• Comfortable visualizing processes as flowcharts using tools like Lucidchart, Miro, or similar platforms to design and communicate system workflows.
• Familiarity with AI tools (e.g., ChatGPT, OpenAI API) and their integration into automation systems.
• Excellent communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.

Big plus:

• Experience in Fintech, SaaS, or customer-centric industries.
• Knowledge of Customer Success platforms like Totango, CRM systems like HubSpot, and backend data tools like Metabase.
• Prior experience working in Guadalajara, Mexico, or managing teams in similar regions.
• Comfort working in fast-paced, fluid startup environments, with the ability to adapt to rapidly changing priorities and conditions.

Perks:

• Enjoy generous PTO and sick leave, because we believe in balance.
• Fuel your days with free snacks and paid lunches in the office.
• We've got your health covered with Major Medical Health Insurance.
• Stay nourished with food vouchers and plan for your future with savings funds.
• Unlock stock options and own a piece of our success!
• Work with the best tools and equipment, setting you up to thrive.
• And the best part? Endless growth opportunities await you as we rapidly expand!