Social Media and Web Analytics Job in Yahoo

The CS Sr. Manager – Social Media and Web Analytics primary focus will be specific to providing Customer Advocacy and all corporate shareholders visibility into the current and future state of Yahoo!’s customer population across all self help as well as social media interactions. This position will initially be an individual contributor, but will expand to managing a team of business analysts or contractors dependant on the emerging Social 911 program acceptance and expansion.

Job Responsibilities

· Define and lead Yahoo CA’s Social 911 strategy and program launch to that leverages social media instrumentation that will listen, intercept, and resolve customer issues identified within the social media sphere. Work with Yahoo Customer Care to provide back end support.

· Lead and support the development of web analytics with a goal of improving the global self-service Help platform and achieve related operational objectives

· Oversee and support the creation of web analytics with accountability for improving the customer experience and specific metrics such as churn rate and contact deflection

· Perform proactive/reactive analysis of website traffic and agent delivered support to understand common use patterns, validate designs, and ultimately drive positive change to the end-to-end service delivery process.

· Take responsible for meeting the reporting needs of internal clients, converting requirements into plans, and ensuring there is alignment between the clients reporting objectives and those of the Customer Success and team.

· Create project plans, schedules and other documentation in support of small and large-scale projects and programs.

· Responsible for building out monthly and quarterly executive CA business reviews.

· Document and recommend improvements to processes.

Minimum Job Qualifications

· Bachelor's degree in Computer Science, MIS or related discipline.

· Demonstrated knowledge of best social media practices, emerging trends, and how to build out programs to identify customers in distress and needing rescue.

· 5+ years of managing web analytics and analysis in a software/Internet company

· 3+ years experience with commercial available web analytics tools, such as Omniture or Yahoo Web Analytics

· Demonstrated experience coordinating activities among superiors and peers

· Passion for developing self service and the Internet-based solutions

· Demonstrated record of success in a goal oriented, highly accountable environment

· Intuitive/creative thinker

Preferable Job Qualifications

· Professional and proactive demeanor

· Ability to function equally well independently and as part of a team

· Ability to thrive within a fast paced environment

· Problem identifier and solver

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