Lead Data Analyst - Total Service (Operations)
Core
Lead a dedicated customer operations model to drive data-driven decisions for scaling and optimizing operational teams, focusing on resolving complex, time-sensitive customer issues with speed, reliability, and quality.
Role type
Senior IC Lead Data Analyst (Operations)
Builds
Operational analytics models, data pipelines, forecasting frameworks, and KPI trees for the Total Services function.
Domain
Fintech / Customer Operations / Data Science
Deliverable
production ML models | dashboards & analysis
Required skills
SQL, Python, R, statistical modeling, causal inference, time series forecasting, data visualization, capacity planning, cost analysis
Preferred skills
WFM systems experience, ARIMA/Holt-Winters forecasting, prior experience in operations domains
Technologies
Snowflake, Looker, PowerBI, Tableau
Responsibilities
Build analytical models for strategic capacity planning and forecasting; own data pipelines for high-stakes servicing interventions; develop predictive models and causal inference techniques (difference-in-differences, regression discontinuity); implement operations KPI trees and target-setting frameworks; monitor performance of strategic initiatives; standardize processes across forecasting and real-time operations.
Seniority
Senior, hands-on IC (IC3 level)
