Company DescriptionRyanair Labs are currently recruiting for a Data and Insights - Reporting Manager to join Europe’s Largest Airline Group!Job DescriptionWe are looking for a detail-oriented and analytically drivenReporting Managerto 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 ResponsibilitiesReporting & AnalyticsDesign, build, and maintain advanced, customized reports using Zendesk Explore, leveraging its drag-and-drop builder, metrics, and attributes to deliver actionable insightsDevelop and manage custom dashboards that visualize both live and historical data — including ticket volume, backlog trends, first reply time, resolution rates, and customer satisfaction scoresTranslate business questions into analytical frameworks that provide stakeholders with clear, data-driven answersDeliver regular and ad hoc reporting to leadership, team leads, and operational stakeholders at varying levels of detail.Dashboard Development & Stakeholder ManagementBuild dashboards tailored to the needs of different stakeholder groups — from frontline team leads requiring operational views to executives requiring high-level performance summariesContinuously iterate on existing dashboards based on stakeholder feedback and evolving business prioritiesEnsure data accuracy, consistency,



and integrity across all reporting outputs.Ticket Routing AnalyticsAnalyse and evaluate ticket routing workflows to assess how effectively customer inquiries are being triaged to the correct departments, queues, and support tiersIdentify routing inefficiencies, patterns of misrouting, and opportunities to optimize workflow logicPartner with Support Operations and Zendesk Administrators to implement data-informed improvements to routing rules and triggers.SLA Management & ComplianceDefine, configure, track, and report on Service Level Agreement (SLA) targets across all support channelsBuild and maintain SLA compliance dashboards that provide real-time visibility into breach risks and performance against agreed targetsProactively flag SLA risks and work with team leads to implement corrective actions before breaches occurConduct regular SLA performance reviews and present findings with clear recommendations to leadership.Process ImprovementIdentify opportunities to streamline reporting processes through automation, templating, and improved data governanceMaintain documentation of all reports, dashboards, and data definitions to ensure consistency and scalabilityStay current with Zendesk Explore updates, new features, and industry best practices in support analyticsQualifications3–5+ years of experience in a reporting, analytics, or business intelligence role, preferably within a customer support or operations environmentDemonstrated expertise with Zendesk Explore, including the ability to build advanced custom reports,



calculated metrics, and complex filtered dashboardsStrong understanding of SLA frameworks and experience tracking and reporting on SLA performance in a support contextProven experience building custom dashboards for multiple stakeholder audiences using live and historical dataSolid analytical skills with the ability to interpret large datasets and present findings in a clear, concise mannerExperience analysing and optimizing ticket routing workflows and triaging logic within a CRM or helpdesk platformStrong communication and presentation skills with the ability to translate data into narrative insights for both technical and non-technical audiencesPreferred QualificationsExperience with additional BI or reporting tools (e.G., Tableau, Looker, Power BI)Familiarity with Zendesk Suite, including Views, Triggers, Automations, and MacrosBackground in SQL or other data querying languagesExperience working in a fast-paced, high-volume support environment.What Success Looks Like in This Role:Within the first30 days, you will have audited existing reports and dashboards and established a clear understanding of current reporting gaps.Within60 days, you will have delivered improved or rebuilt dashboards for key stakeholder groups and identified key SLA performance risks.Within90 days, you will have implemented measurable improvements to ticket routing analytics and established a regular reporting cadence with leadership.Additional InformationA competitive but versátil career plan.We believe in an hybrid working model, you can work up to two days per week remote, but you are also going to enjoy the excellent work environment at our modern offices in the heart of Madrid.Travel discounts (of course!).Discounts on Medical Insurance plans.#J-18808-Ljbffr

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