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More: Impact Discover a role that empowers some of life’s most important healthcare decisions.

Customer Solutions Analytics Manager

Category Customer Service Location Los Angeles, California Job function Operations Job family Client Services
Shift Day Employee type Regular Full-Time Work mode On-site

Customer Solutions Analytics Manager - West Hills,CA - Monday - Friday

Pay Range: $84,800 - $152,500 / year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include: 

  • Medical/Prescription Drugs
  • Dental
  • Vision
  • Flexible Spending Accounts (FSAs)
  • Supplemental Health Plans
  • 401(k) Plan – Company match dollar-for-dollar up to 5%
  • Employee Stock Purchase Plan (ESPP)
  • Supplemental Life Insurance
  • Dependent Life Insurance
  • Short- and Long-Term Disability buy-up
  • Blueprint for Wellness
  • Emotional Well-Being Resources
  • Educational Assistance
  • Paid time off / Health Time
  • Variable Compensation Plans
  • Sales Incentive Plans

The Manager, Customer Solutions Analytics is responsible for delivering deep market and customer insights with data/analytics and driving the effective use of this information to enhance the Commercial business performance.  Will be responsible for developing the strategy & implementing to create the foundation for future predictive customer analytics.  Will manage a team of data analysts that uses customer data and statistical methods to provide insight into customer performance and suggest area and methods of improving customer solutions.  Focused on partnering with Commercial leadership to support Regional growth strategies and managing resources to support growth, drive operational excellence initiatives, and create and implement strategies to improve the Customer Experience through data & statistics to support. 

Duties and Responsibilities:

1.     Implements and oversees the analytical approaches and methodologies necessary for improvements.

2.     Provide insights to management for decision making and strategic planning.

3.     Responsible for managing and developing internal/external information sources for the analytics

4.     Responsible for the delivery of key predictive and descriptive models, including but not limited to

a.     Customer lifeline value models

b.     Customer Base Management and Service

c.     Retention:  Churn drivers, best retention, retention optimization

5.     Define and implement world-class data science practices ensuring that insights are timely, robust, repeatable, and trust-worthy to build right capabilities for the future

6.     Ensures the alignment of the long-term Commercial, Customer Solutions, and IT plans with business needs are met based on set objectives

7.     Develop and maintain effective working relationships with Commercial teams that ensures credible understanding of business problems, strategies, issues, and priorities.  Maintain open dialogue with senior leaders as it relates to projects and issues

8.     Lead, coach, and manage a team of data analytics staff.  Conducting performance reviews, training, and development plans as needed

Supervision Exercised:

Lead a team of up to 5 analysts



· BS/BA in Business Analytics, Business Administration, or related field; Masters degree a plus

Work Experience:

· 5 years relevant experience or equivalent combination of education and experience.

· 1 – 3 years supervisory experience

· Knowledgeable in analysis role demonstrating hand-on ability to deliver insights and models leading to improved business performance

· Ability to influence business to changed based on insights through effective communications and stakeholder management

· Proficiency in managing multiple projects

· Effective analytical and problem-solving skills

· Management skills and team focused


Physical and Mental Requirements:

· 20 – 25% travel required

Technical Training or Professional Licensing

· Indicate any technical training or professional licensing is required or preferred.


· Excellent Customer Service skills

· Strong verbal and written communications skills to effectively interact with all levels of management and customers

· Excellent presentation skills



“I love working here because Quest has been my second family and second home. I've experienced a wholesome work environment, and good management.”

- Quest Employee

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Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.