Description

Ryanair Labs are currently recruiting for a Data and Insights – Reporting Manager to join Europe’s Largest Airline Group

We are looking for a detail-oriented and analytically driven Reporting Manager to join our Customer Support Operations team. In this role, you will serve as the central owner of our reporting infrastructure, transforming raw support data into meaningful insights that drive strategic decisions across the business. You will work cross-functionally with Support, Operations, and Leadership teams to ensure performance is measured, understood, and continuously improved.

This is a high-impact position that requires both technical expertise and the ability to communicate complex data in a clear, compelling way to a wide range of stakeholders.

Key Responsibilities

Reporting & Analytics

Design, build, and maintain advanced, customized reports using Zendesk Explore, leveraging its drag-and-drop builder, metrics, and attributes to deliver actionable insights




Develop and manage custom dashboards that visualize both live and historical data — including ticket volume, backlog trends, first reply time, resolution rates, and customer satisfaction scores
Translate business questions into analytical frameworks that provide stakeholders with clear, data-driven answers
Deliver regular and ad hoc reporting to leadership, team leads, and operational stakeholders at varying levels of detail.

Dashboard Development & Stakeholder Management

Build dashboards tailored to the needs of different stakeholder groups — from frontline team leads requiring operational views to executives requiring high-level performance summaries
Continuously iterate on existing dashboards based on stakeholder feedback and evolving business priorities
Ensure data accuracy, consistency, and integrity across all reporting outputs.

Ticket Routing Analytics

Analyse and evaluate ticket routing workflows to assess how effectively customer inquiries are being triaged to the correct de

📌 Data and Insights – Reporting Manager (Madrid)
🏢 Ryanair - Europe's Favourite Airline
📍 Madrid