Viking · 3 hours ago
Director, Sales Center Reporting and Advanced Analytics
LA Metro Area
Full-time
Hybrid
Lead/Staff, Director/Executive
$150K/yr - $200K/yr
5+ years expViking is a company that provides destination-focused voyages on oceans, rivers, and lakes around the world. They are seeking a Director of Sales Center Reporting and Advanced Analytics to connect strategy with execution using data insights, lead a high-performing team, and drive operational improvements.
CommercialLeisureTravel
Responsibilities
Lead and inspire a high-performing team of report developers and data scientists to deliver insights that enhance Contact Center operations and customer experiences
Design executive-level dashboards that make performance metrics clear and actionable for leadership
Build advanced forecasting models using guest trends, promotions, payment activity, and more—leveraging time series (SARIMA), regression, and machine learning in Python and R
Analyze and innovate with statistical methods, mathematical models, and custom AI solutions to uncover trends and guide operational improvements
Champion data integrity by implementing best practices for governance, documentation, and hygiene, and maintaining change management procedures
Stay ahead of the curve by monitoring industry trends and introducing new functionality and best practices to boost productivity
Harness AI tools like Azure Cognitive Services and Co-Pilot for smarter analysis, alerts, and event triggers
Collaborate cross-functionally to create holistic dashboards that map the entire customer journey, while managing ticketing systems and acting as a liaison to ensure data accuracy and usability
Empower your team by sharing knowledge, defining data standards, and crafting development plans and career paths
Qualification
Required
Strong communicator and “people person” who can simplify complex concepts for diverse audiences
2+ years leading Data Analytics teams (developers and analysts) and 3+ years working with Genesys CX data preferred
Advanced technical skills: SQL (any dialect), Python, and 4+ years building dashboards and data connections in Power BI
Experience applying machine learning and NLP to contact center data; familiarity with Azure AI, LLMs, Synapse, and Delta Lakes
Solid understanding of ETL workflows and ability to quickly create data-driven executive presentations
Deep knowledge of omni-channel contact centers and performance optimization strategies
Highly organized, proactive, and adaptable—able to manage multiple projects in a fast-paced environment with excellent written and verbal communication skills
Willingness to travel internationally approximately four weeks per year
Bachelor's degree in Business Analytics, Data Science, Computer science or related field
Benefits
Employees are eligible for annual discretionary bonus.
401(k) plan with company match.
Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions.
Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
Opportunity to take a free and/or discounted cruise.
Highly subsidized gym membership.
Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.
Company
Viking
Thank you for your interest in career opportunities at Viking.
5001-10000 employees
H1B Sponsorship
Viking has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Public CompanyTotal Funding
$5.7B2025-09-29Post Ipo Debt· $1.7B
2025-05-27Post Ipo Secondary· $1.35B
2024-09-11Post Ipo Secondary· $930M
Leadership Team
Leah Talactac
EVP, Group Controller & Chief Accounting Officer
R
Roman Balint
Chief engineer
Recent News
Morningstar.com
2025-11-19
businessInsider
2025-10-23
Portugal News
2025-10-12
Company data provided by crunchbase