Director, Operations Analytics & Infrastructure

Job description

**Your Role In Our Mission** The Director of Operations Analytics & Infrastructure leads three core functions in Ops: Analytics, Data Science, and Systems Infrastructure. Leading a total team of 24 across 4 direct reports in Phoenix, San Francisco, and remote locations, you will leverage data analytics, AI, and automation to drive business efficiency. Reporting to the VP of Operations, you will oversee core software infrastructure (Zendesk, LiveVox, NICE CXone) while ensuring system reliability, data governance, and regulatory compliance. ### How you’ll make an impact - Lead Analytics & Optimization: Manage analysts using querying, data modeling, and business intelligence to track performance and find practical efficiency gains across operational teams. - Drive Data Science & AI Initiatives: Manage a dedicated Data Scientist in leveraging AI, machine learning, and predictive modeling to automate manual workflows, surface deep operational insights, and unlock business growth opportunities. - Architect Core Infrastructure & Manage Vendors: Oversee software platforms (Zendesk, LiveVox, NICE CXone), systems architecture, routing logic, dialer strategy, and IVR workflows. Direct vendor contract negotiations and renewals to ensure platform uptime, agent support, and risk reduction. - Partner Cross-Functionally: Work directly with Credit Risk, Verification & Fraud Strategy, and Product & Engineering to identify new growth opportunities and execute operational improvements, policy changes, and system integrations. Own the Full Project Lifecycle: Drive initiatives from initial problem statement and hypothesis through data analysis, live testing, and full rollout, collaborating closely with internal partners as needed. - Set Metrics, Governance & Compliance: Evaluate existing operational KPIs for relevance and accuracy, define new metrics, establish data governance standards, and maintain strict regulatory compliance (including TCPA dialer compliance). - Support Front-Line Agents: Make operational choices that account for front-line workflow realities—reducing software friction, automating manual admin work, and optimizing dialer routing to benefit both staff and customers. - Lead & Execute: Demonstrate strong executive presence by mentoring a 24-person distributed team, developing compelling business cases, and building and delivering presentations to executive leadership. ### Skills that will help you thrive - Education: Bachelor’s degree in Business, Analytics, Computer Science, Data Science, or a related field required; Master’s degree a plus . - Experience & Leadership: 10+ years of professional experience in business operations, product management, BI/analytics, data science, or consulting, including 5+ years in a leadership role managing distributed teams (in-office, hybrid, and remote). - Planning & Budgeting: Direct experience leading annual budgeting processes, headcount planning, and operational capacity forecasting. - Technical & Governance Expertise: Working knowledge of SQL, Python/R, BI tools (Looker, Tableau, Mode), and AI/machine learning concepts to evaluate team architecture, guide models, and set data governance standards (hands-on coding is not required). - Systems Architecture & Compliance: Deep experience with contact center platforms, systems architecture, routing logic, dialer strategy, TCPA compliance, IVR workflows, and vendor management (e.g., Zendesk, LiveVox, NICE CXone). - Executive Leadership: Proven history of making clear decisions in ambiguous environments and delivering complex projects within compliant, regulated operations. ### Interview Process Our interview process is designed to be transparent, respectful, and positive. Here's what to expect: - Recruiter Call: A brief screening to discuss your experience and initial questions. - Department Interview: Deeper dive into technical skills and project alignment with the Hiring Manager or team member. - Team/Virtual Interview: Meet team members for collaborative discussions, problem-solving, or technical exercises. Final Round: Discussion with a department head/executive. ### Your roadmap to success **30-Day Plan: Integration & Baseline Audit** - **Team & Workload Assessment:** Conduct 1:1s with direct reports and map current projects, support tickets, and team bandwidth across the 24-person team. - **Systems & Compliance Audit:** Review LiveVox dialer strategies, NICE CXone routing logic, Zendesk ticketing workflows, and TCPA compliance to identify immediate workflow delays. **60-Day Plan: Operational Review & Prioritization** - **KPI Assessment:** Evaluate operational metrics across Sales, Support, Fraud, and Complaints, and present recommendations to update or replace current KPIs. - **AI & Vendor Backlog:** Build a prioritized list of AI automation projects with the Data Scientist and review vendor contracts ahead of renewal dates. **90-Day Plan: Strategic Execution & Pilot Launch** - **Strategic Roadmap & Budget:** Deliver the annual team strategy, including headcount planning, capacity forecasts, and standardized data governance procedures. - **Pilot Launch:** Deploy a process automation or dialer/IVR routing pilot and present initial time and cost savings.