Business Intelligence & Automation Manager - GBS

Location: San Francisco, Heredia.
Sponsorship Available: No 
Relocation Assistance Available: No 

Primary Purpose of the Position

The Business Intelligence and Automation Manager is responsible for the delivery of best practice business intelligence insights and automation solutions on behalf of Global Business Services (GBS). This includes using data for actionable insights and measuring performance based on key metrics, as well as delivering quality automation solutions in support of operational continuous improvement/process optimization.

This role will partner with GBS operations (Akron, Manila and Bucharest), Global Business Process Owners (BPOs), and Information Technology (IT) to build and maintain analytics, which will support ongoing improvements and strategic initiatives.  The position will maintain common global metrics, the GBS balanced scorecard, and drive quarterly and annual recalibration activities to ensure the best metrics are being used across the globe.

The incumbent is responsible for advancement of continuous improvement and automation programs. This includes intake activities, prioritization, outcome attainment tracking, training programs, and partnering with Global IT to understand how emerging technologies/enterprise solutions can improve service delivery within Global Business Services.

Why Join Us? At Goodyear, we are committed to innovation and excellence. Join our team to contribute to the future of tire technology and make a meaningful impact in the industry.

Principle Duties and Responsibilities

• Lead multiple initiatives to deliver projects on time, on budget, and produce the desired business results. Develop and monitor task plans, define business requirements, ensure test plans are sufficient, and approve implementation. Initiatives include global customer satisfaction (CSAT), common metrics, GBS balanced scorecard, cost savings initiatives, process efficiency improvements and metrics recalibration.
• Automation advancement and customer relationship management. Partner with global IT to advance automation within GBS and as a service for Goodyear.  Work with BPO network, management, and operations team members to ensure proper prioritization and effective governance of automation life cycle. Lead proof of concept experimentation of new technology across GBS locations and roll out training programs, as appropriate, to advance the understanding and use of automation across GBS.  
• Hire, develop, and engage analytical and automation-minded associates. Ensure superior customer service and on-time accurate execution of existing solutions.   Primary contact for various internal/external audits requiring analytics support. Respond to all internal/external audit requests provide timely and accurate responses.   
• Responsible for ensuring GBS metrics are flexible and effective. Ensure that all data insights are aligned with GBS senior leadership in advance of quarterly stakeholder meetings. Ensures all business intelligence analytics and automation related policies/desktop procedures are accurate and complete. 
• Monitor and benchmark best practice business analytics and automation solutions in a shared service environment.  Ensure best practice metrics are in place and continually improve upon them.

Required Education and Experience

• Required: Candidates must have a Bachelor's degree in Business, Finance, IT, or related field.
• Desired: Master's degree in Business, Finance, IT, or related field.
• 5 or more years of demonstrated experience in supporting/managing projects with multi-discipline diverse teams, systems/processes.
• Proven experience with process design, process measurement.
• Demonstrated expertise with business analytics tools such as reporting, dashboard development, data warehousing, business/systems analysis.
• Experience identifying and implementing continuous improvement.
• Strong verbal/written communication skills and ability to present topics in a clear and concise manner to audiences of varying levels within the business.
• Experience with Salesforce, AI or High Radius is desired. 

Knowledge, Skills and Abilities

• Deliver results in a time-bound manner.
• Knowledge in information systems and data flow.
• Organization, facilitation, communication, coordination, and presentation skills.
• Strong decision-making/problem-solving skills.
• Ability to provide strong leadership across multiple levels, cultures, and time zones.
• Ability to think strategically by enabling individuals to drive continuous improvement both internally and externally.

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