Lead Data Analyst (Contact Center Operations)

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

Note: For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you.

Position Summary

The Lead Data Analyst (Network) is at the forefront of data-driven initiatives for the group, acting as a linchpin between raw data and actionable insights. This position dissects complex datasets, identifies  patterns, and leverages those insights to drive business growth. Collaborates closely with various internal and external stakeholders, helping them understand the data and how this information can shape future strategies.

Responsibilities:

• Advanced Analytics: Develop and deploy advanced analytical models to improve our understanding of Network supply and demand, identify operational inefficiencies, and deliver actionable recommendations to leadership
• Performance Monitoring: Implement real-time dashboards and reporting to track and assess Network performance against established metrics
• Network Strategy Innovation: Challenge the status quo and be willing to propose and test new strategies for increasing competition and engagement within our service provider network
• Stakeholder Feedback Analysis: Analyze feedback, ratings, and reviews from multiple sources and stakeholders to gain insights into service quality, customer satisfaction, and provider satisfaction, identifying actionable insights for improvement
• Service Provider Insights: Develop operational and performance data to generate actionable insights and recommendations for 3rd party service providers, enabling them to enhance their service delivery, optimize processes, and align more closely with organizational objectives
• Capacity Analysis and Modeling: Analyze the capacity of our Network, identifying gaps, weaknesses, and opportunities to improve operational efficiency and service quality, making recommendations for Network recruiting, retention, and optimization
• Testing: Leads test and pilots for process changes as a a result of analysis and communicates the results and recommendations to all areas of management
• Subject matter expert: Serves as an internal data analytics expert by ensuring consistency in data analysis methodologies and sharing of best practices

Experience and Skills:

• BA/BS Degree or equivalent experience. Degree that emphasizes data analysis and communication (e.g., computer science, social sciences, physical sciences, math, engineering, or statistics) preferred
• 5+ years of business and data analysis experience
• Excellent communication and presentation abilities
• Strong problem-solving skills and business acumen
• Experience with data management, specifically with validating and auditing data and reports from multiple systems
• Demonstrated project and task management capability
• Past experience with BI, Google Workspace, and CRM Tools
• Proficiency in SQL and working with relational databases is required
• An analytical professional with attention to detail and high standard of performance excellence

Hiring In:

• United States: Arizona, California, Florida, Georgia, Illinois, Massachusetts, Michigan, New Hampshire, New York State, New Mexico, North Carolina, Tennessee, Virginia

The anticipated closing date to submit applications for this role is July 20th, 2026. Join our Greenhouse Candidate Portal to track your application status and receive instant alerts for future openings.

The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.

National Pay Range$110,000—$135,000 USD

Life at Agero:

At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.

Benefits Built for Well-being: 

Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:

• Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
• Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
• Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
  • For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
• Family Support: Parental planning benefits to assist associates through life’s milestones.
• Bonus/Incentive Programs

Join Agero and experience a workplace that invests in your success both personally and professionally.

*Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future.

*It is unlawful in Massachusetts to required or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.