Process Manager

Job Description

Responsibilities:

• Engage with business stakeholders to understand business goals, customer journeys, reporting needs, and analytical requirements across digital and cross-channel touchpoints.
• Identify key business metrics, KPIs, dimensions, and events to be tracked, ensuring alignment with organizational objectives.
• Translate business requirements into detailed Solution Design Reference (SDR) documents and technical specifications following Adobe Analytics and Adobe Customer Journey Analytics (CJA) best practices.
• Design and document Adobe Analytics and CJA data collection strategies, including event taxonomy, schema mapping, identity strategy, and reporting requirements.
• Collaborate with tagging, data engineering, Adobe Experience Platform (AEP), and Multi-Solution Architecture teams to implement Adobe Analytics and CJA solutions.
• Configure and validate Customer Journey Analytics components including Connections, Data Views, Derived Fields, Metrics, Dimensions, Filters, and Calculated Metrics.
• Work closely with Adobe Experience Platform teams to ensure datasets, XDM schemas, identity stitching, and data ingestion are correctly configured for Customer Journey Analytics.
• Ensure Adobe Launch tagging strategies, data collection methods, and CJA data models follow Adobe implementation best practices.
• Validate end-to-end data quality across Adobe Analytics, Adobe Experience Platform, and Customer Journey Analytics through testing and troubleshooting.
• Act as the primary liaison between business stakeholders and technical implementation teams to ensure reporting requirements are accurately translated into scalable analytics solutions.
• Build and maintain Workspace dashboards, CJA reports, and customer journey visualizations to provide actionable business insights.
• Analyze customer behavior, campaign performance, and cross-channel journeys to identify optimization opportunities and improve customer experience.
• Monitor solution performance, recommend enhancements, and drive continuous improvements in analytics implementation and reporting.
  
  

Qualifications & Requirements:

• Proven experience implementing and supporting Adobe Analytics (formerly Omniture), including Workspace reporting and Adobe Launch.
• Hands-on experience configuring Adobe Customer Journey Analytics (CJA) including Connections, Data Views, Calculated Metrics, Filters, Derived Fields, and Reporting Workspace.
• Strong understanding of Adobe Experience Platform (AEP), XDM Schemas, Datasets, Identity Service, and Experience Events used for CJA implementations.
• Experience designing Solution Design Reference (SDR) documents, tracking specifications, and analytics implementation documentation.
• Good understanding of customer journey analytics, cross-channel measurement, attribution, segmentation, and behavioral analysis.
• Experience working with Adobe Launch (Tags), event tracking, data layers, and digital implementation best practices.
• Experience validating analytics implementations using browser developer tools, Adobe Experience Platform Debugger, and QA methodologies.
• Adobe Analytics Business Practitioner or Architect Certification preferred. Adobe Customer Journey Analytics or Adobe Experience Platform certifications are highly desirable.
• Excellent communication and stakeholder management skills with the ability to work effectively across business, analytics, and engineering teams.
• Strong analytical, problem-solving, and documentation skills.
• Experience working in Agile delivery environments is preferred.
• Bachelor's degree in Computer Science, Information Technology, Business Analytics, Marketing, or a related field.
  
  

Additional Preferred Skills:

• Experience with Adobe Experience Platform Real-Time CDP and other Adobe Experience Cloud solutions.
• Knowledge of SQL for data validation and analysis.
• Familiarity with data governance, identity resolution, and privacy regulations impacting digital analytics.
• Experience integrating online and offline data for unified customer journey reporting in CJA.
  
  

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.