Manager, Global Operations Analytics (Hybrid)
Core
Lead a centralized analytics function for contact center operations, setting standards, operating models, and priorities while providing direction and coaching to analysts.
Role type
Manager, Global Operations Analytics
Builds
Centralized analytics function supporting consumer and small-business brands across customer service, loan processing, collections, and workforce management.
Domain
Financial services / Contact center operations
Deliverable
production ML models
Required skills
Business/operations analytics management, hands-on analysis, analytical process design, contact center metrics/KPIs, AI tools in analytics, SQL, cloud data platforms (Snowflake), advanced Excel/Sheets
Preferred skills
Scaling analytical functions, financial services/lending background, strategy/consulting/Bi experience
Technologies
MicroStrategy, Genesys, CallMiner, Snowflake
Responsibilities
Lead analytical work and manage analysts; Own intake, prioritization, and capacity for analytical requests; Stay hands-on with cross-functional analyses and executive insights; Build repeatable frameworks and automate analysis; Partner with reporting/tech teams to close data gaps; Work with Compliance on regulatory considerations.
Seniority
Manager, hands-on IC with team leadership
