Job Description

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 departments, queues, and support tiers
- Identify routing inefficiencies, patterns of misrouting, and opportunities to optimize workflow logic
- Partner with Support Operations and Zendesk Administrators to implement data-informed improvements to routing rules and triggers.

SLA Management & Compliance

- Define, configure, track, and report on Service Level Agreement (SLA) targets across all support channels
- Build and maintain SLA compliance dashboards that provide real-time visibility into breach risks and performance against agreed targets
- Proactively flag SLA risks and work with team leads to implement corrective actions before breaches occur
- Conduct regular SLA performance reviews and present findings with clear recommendations to leadership.

Process Improvement

- Identify opportunities to streamline reporting processes through automation, templating, and improved data governance
- Maintain documentation of all reports, dashboards, and data definitions to ensure consistency and scalability
- Stay current with Zendesk Explore updates, new features, and industry best practices in support analytics

📌 Data and Insights - Reporting Manager (Madrid)
🏢 Ryanair Group Holdings
📍 Madrid