Data Director, Workforce Systems & Service Performance
Core
Lead the strategy and build production-grade data products for forecasting, capacity planning, scheduling, and live operational decision-making at a scale-up bank.
Role type
Senior data-product systems leader (workforce systems)
Builds
Workforce systems, forecasting models, capacity planning tools, and operational data products for a banking customer support operation.
Domain
Fintech / Banking / Customer Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Strategic leadership, first-principles systems thinking, statistical judgement, product thinking, technical credibility with engineering, team building, stakeholder influence, ambiguity management, operational data product design, live decision system architecture.
Preferred skills
Experience in data science, marketplace systems, logistics, or AI-enabled operations.
Technologies
None explicitly stated
Responsibilities
Lead strategy for workforce systems across forecasting, capacity planning, scheduling, and service performance; build and develop a high-performing team; improve demand forecasting accuracy and bias; connect forecasts to live execution; develop system controls for capacity decisions; partner with Product and Engineering to define workflows and metrics; evolve task assignment and routing logic; raise the analytical bar for workforce planning; transform the operating model for scale.
Seniority
Director, hands-on IC with team leadership
