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About the Role

The Business Intelligence Manager, IT, Support Center oversees daily business intelligence operations and analytics service delivery, guiding a team to ensure accurate, secure, and scalable data solutions and customer-focused insights. This role drives strategic initiatives by leveraging data to inform key business decisions and advance organizational objectives, while promoting ongoing improvement across data processes and reporting practices.

Responsibilities

Leads and develops a team of IT professionals by setting clear goals, providing coaching and feedback, managing performance, and fostering a collaborative, growth-oriented culture.
Owns service delivery and IT BI operations, including incident, request, change, and problem management; monitors SLAs/OLAs and drives continuous improvement in customer experience.
Implements and enforces security and compliance controls; supports audits, risk remediation, and business continuity/disaster recovery planning and testing.
Establishes and manages vendor relationships, evaluates solutions, negotiates contracts/SOWs, and ensures delivery against SLAs.
Develops and manages budgets and forecasts; oversees purchasing, PO creation, invoice processing, and vendor cost optimization.
Owns IT documentation and process management, ensuring policies, procedures, diagrams, and runbooks are current and effective.
Champions a consultative, solution-oriented, and customer-centric culture; promotes cross-functional collaboration, recognition of service excellence, and the advancement of strategic organizational priorities.

Requirements

Minimum 5+ years in IT leadership/management focus on data and reporting.
5+ years in a customer support environment.
2+ years in technical support or technical project management.
Occasional travel - 10-15% - may be required for department or program/project meetings, vendor management, or enterprise workshops.
Availability and ability to work after hours, weekends, holidays, etc. as needed, to be on call and/or to fulfill job responsibilities and requirements.

Skills

Advanced strategic thinking, problem-solving, and decision-making abilities.
Comprehensive expertise in business intelligence systems, data architecture, cloud analytics platforms, data security, and enterprise reporting applications.
Proficient in data lifecycle management, IT & BI governance frameworks, and industry best practices.
Knowledgeable about compliance requirements relevant to non-profit organizations.
Exceptional communication and stakeholder engagement skills.
Proven experience managing people, with demonstrated success in recruiting, developing, and leading teams.
Strong leadership, communication, and interpersonal skills.
Knowledge of budget planning, financial tracking, and resource allocation.

Location

Fully remote position
Based anywhere within the U.S.

Work Type

Fully remote

Experience Level

Minimum 5+ years in IT leadership/management focus on data and reporting
5+ years in a customer support environment
2+ years in technical support or technical project management

Education Level

Bachelor's Degree in Information Technology, Computer Science, or related field.
Master's Degree; advanced degree or relevant graduate coursework preferred.
Vendor/technology certifications (e.g., Microsoft/Azure, Salesforce, Boomi) are a plus.
Power BI certification is required.

Salary/Compensations

$110,000 to $125,000

Benefits

Generous paid time off policy
Medical, dental, retirement benefits
Wellness programs
Professional development programs

About the Company

At the American Cancer Society, we're working to end cancer as we know it, for everyone.
Our employees and 1.3 million volunteers are raising the bar every single day.
We are a culture comprised of diverse backgrounds and experience, to better serve our communities.
The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission.
The work we do has global impact -- and every passionate, dedicated American Cancer Society team member contributes to each groundbreaking achievement we make.

Equal Opportunity

We are a proud equal opportunity employer.
Our employment opportunities are as diverse as our people and include every discipline found in other business enterprises.
As an organization, we adhere to a set of core values that help inform all our decisions.