Business Intelligence Manager

About Us

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and X, and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process.

About the Team

Community Trust (CT) exists to foster an environment where streamers and their communities thrive, while proactively reducing harm and ensuring support is accessible when needed. Our organization encompasses safety policy & enforcement, fraud prevention, and customer experience.

Within Customer Trust, the Strategic Intelligence & Governance (SIG) team is the strategic and enablement backbone of the department, where we ensure the business is set up correctly, measure whether it's working, surface insights to drive decisions, and provide the tools that power CT's day-to-day operations. The Business Intelligence function owns CT's data infrastructure, dashboards, financial analysis, and operational reporting, ensuring leadership has the insights they need to make informed decisions across the organization.

About the Role

As the Business Intelligence Program Manager, you will join a small, high-impact team responsible for CT's data infrastructure, operational reporting, analytical insights, and dashboards. You will translate operational data into clear insights that help leadership and partners make informed decisions across Trust & Safety (T&S) and Customer Experience (CX). You will also be responsible for CT’s financial operations, including operational expenses, workforce management, and regular financial reviews.

You Will:

• Own and maintain CT's core KPI dashboards and data infrastructure, ensuring leadership has accurate, timely visibility into operational performance across T&S and CX.
• Build and deliver CT's Monthly Business Review (MBR) data, QBR metrics, and financial analysis, communicating performance clearly to audiences from ICs to senior managers.
• Develop cost and demand forecasting models that inform vendor staffing decisions, budget planning, and capacity allocation across CT's outsourcing operations.
• Partner with Data Science, Community Health, and engineering teams to maintain CT's data sources, manage a centralized data request intake process, and ensure dashboards are built on scalable infrastructure.
• Track the impact of CT's AI automation programs on volumes, costs, and operational capacity, surfacing findings and recommendations to your manager and stakeholders.

You Have:

• 3+ years of experience in business intelligence, data analytics, or operational reporting in a cross-functional environment
• Proficiency in SQL and at least one data visualization tool (QuickSight, Tableau, Looker, or similar)
• Demonstrated ability to build dashboards and reporting infrastructure that multiple teams rely on for decision-making
• Experience with cost modeling, demand forecasting, or workforce management analytics
• Strong written and verbal communication, with comfort presenting findings to senior managers and cross-functional partners

Bonus Points

• Experience in Trust & Safety, content moderation, customer experience operations, or platform integrity
• Familiarity with vendor/BPO operations, including cost structures, SLA management, and capacity planning
• Experience quantifying the impact of automation or AI initiatives on operational volumes and costs
• Comfort with ambiguity; you've taken undefined data problems and structured them into clear analytical frameworks with owners and deliverables

Perks

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Job ID: TW9212