Operations Analytics Lead

About the role

The hardest problem in operations data isn't producing the insight; it's the last mile: the gap between an insight existing and the operation acting on it. That gap closes only when someone inside operations owns the problem and the outcome, not just the analysis. This role is designed for that person. You bring the operational fluency, relationships, and judgment to turn data and AI capability into changes that show up in how the contact center and back-office run, while a central data and engineering team handles the build. You frame the problem and own whether it lands; they own production. Both names on the work, never thrown over a wall.

Responsibilities

• The portfolio. Translate the operations strategy into a prioritized set of the problems most worth solving with data, analytics, and AI. Separate a structural opportunity from quick win noise and own the call on what's worth doing.
• The interpretation. Turn data into a narrative that changes a specific decision. Be the point of insight operations leadership turns to and hold your ground when the data contradicts the plan.
• The last mile. Drive insight into the real workflow and the moment of decision; you own whether it gets adopted, not just whether it gets delivered.
• The hand-off. Qualify what's worth putting into the build queue, write the specs that make a hand-off succeed (clear definitions, the rules a shared data dependency must hold, and what "done" means), and judge whether what comes back is right.
• The AI agenda for ops data. As more of the work involves AI, help shape and qualify where it’s worth applying, and represent operations in how those capabilities get used and governed.

Success is measured on outcomes, not output:

• Decisions are changed and value is realized in the operation.
• The right problems - the most important data problems are the ones being worked, in priority order.
• Adoption – insight is embedded in real workflows and trusted by the people making the calls.
• Partnership health – use cases are co-owned with the central data team and land cleanly, with no work thrown over the wall.

One operational decision changed for the better is the job working.

Requirements

• 8+ years in a data product owner, analytics, or data-SME role, with a track record of data work that changed a business outcome, not just reports delivered.
• Real fluency with operational data and reporting; you can read a messy data landscape and say what matters.
• Analytical judgment: you can interrogate data and models critically and interpret them soundly without needing to build them yourself.
• Comfortable partnering with a central data organization without turf friction; ideally, you’ve sat as the embedded data owner next to a central data team before.
• Communication and influence: you turn analysis into decisions, earn the trust of senior stakeholders, and can hold a point of view, including an unpopular one.
• Applied AI fluency: conversant in what AI and agentic capability can and can't do, and where it’s worth applying.
• Working knowledge of the modern data stack (Snowflake and the tooling around it) so you can speak the builders' language.
• Intellectual curiosity: you ask why the data looks the way it does, dig into discrepancies, and keep learning.
• How you work with people matters as much as what you know: empathy and the instinct to read the room; you give feedback as a question and take it without ego; you stay flexible when plans shift, because they always do.

Preferred Qualifications

• Insurance, financial services, or other regulated-industry background.
• Contact center or operations domain experience (Amazon Connect, Snowflake-based analytics).
• Hands-on experience defining dashboards or data products that teams use.

Pay

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay for this position ranges from $130,000/year in our lowest geographic market up to $160,000/year plus bonus in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Benefits

• Comprehensive health, dental, and vision insurance plan options for employees (and their families) who meet benefit eligibility guidelines and work 30 hours or more weekly.
• Basic and Supplemental Life Insurance.
• Short and Long-Term Disability.
• Immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment required (all employees, regardless of hours worked).
• 401K plan, with matching contributions by the Company.