It’s time to go places

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 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
  
  

Requirements

Required Qualifications

• 3–5+ years of experience in a reporting, analytics, or business intelligence role, preferably within a customer support or operations environment
• Demonstrated expertise with Zendesk Explore, including the ability to build advanced custom reports, calculated metrics, and complex filtered dashboards
• Strong understanding of SLA frameworks and experience tracking and reporting on SLA performance in a support context
• Proven experience building custom dashboards for multiple stakeholder audiences using live and historical data
• Solid analytical skills with the ability to interpret large datasets and present findings in a clear, concise manner
• Experience analysing and optimizing ticket routing workflows and triaging logic within a CRM or helpdesk platform
• Strong communication and presentation skills with the ability to translate data into narrative insights for both technical and non-technical audiences
  Preferred Qualifications
• Experience with additional BI or reporting tools (e.g., Tableau, Looker, Power BI)
• Familiarity with Zendesk Suite, including Views, Triggers, Automations, and Macros
• Background in SQL or other data querying languages
• Experience working in a fast-paced, high-volume support environment.

What Success Looks Like in This Role:

Within the first 30 days, you will have audited existing reports and dashboards and established a clear understanding of current reporting gaps.

Within 60 days, you will have delivered improved or rebuilt dashboards for key stakeholder groups and identified key SLA performance risks.

Within 90 days, you will have implemented measurable improvements to ticket routing analytics and established a regular reporting cadence with leadership.

Benefits

• A competitive but flexible 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.

Competencies