Operations Analytics Manager

Work Location: San Francisco, CA
Work Mode: Hybrid (3 days/week in office)
Salary Range: $130K/Yr - $160K/Yr Base + Annual Bonus
The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process
For more information on benefits and what we offer please visit us at  US Careers and Benefits
We are seeking hands-on Operations analytics professional to lead the engagement with a focus on Workforce management (WFM). The individual will own capacity planning end to end, from building forecasts and staffing models to turning the results into clear recommendations for senior business and operations leaders. The candidate will also identify and drive operations analytics initiatives and act as primary point of contact between the business and offshore analytics team.
The role blends hands-on analytical depth with executive level communication. The candidate should be equally conformable, debugging a staffing model and presenting its implications to senior leaders.

Responsibilities
- Capacity Planning and Workforce management
- Own capacity planning across lines of business: forecasting, workload and productivity assumptions, shrinkage, attrition, hiring and FTE requirements

- Build and maintain staffing models and what-if scenarios

- Track forecast accuracy and continuously improve methodology

- Align plans with WFM, finance, and operations leaders

- Operations Analytics Initiatives
- Lead initiatives in performance management, KPI frameworks, agent and channel performance, cost leakage and contact driver analysis

- Build dashboards and self-service reporting for data driven decisions

- Apply AI-enables approaches to improve analytics productivity, automation and insight generation

- Engagement and Team Leadership
- Support the offshore analytics team: scoping work, setting priorities, reviewing deliverables, and ensuring quality and on-time delivery
- Manage the engagement plan, status reporting, risks and issues, and governance

- Coach team members on analytical rigor, storytelling and business context

- Stakeholder management & Communication
- Present analyses, risks and recommendations to senior leadership in a clear, decision-oriented way

- Turn complex outputs into business narratives, executive summaries, and presentations

- Manage priorities, timelines, and expectations across competing requests

- Act as a strategic advisor to business leaders, not just a reporting resource

Qualifications
Candidate Profile:

- 5+ years in operations analytics, WFM or capacity planning with 2+ years of leading engagements

- Advanced proficiency in SQL and at least one analytical programming language, such as Python or R.

- Experience building dashboards in Tableau

- Strong analytical and structured problem-solving skills.

- Strong written and verbal communication, stakeholder management, and consulting skills.

- Ability to independently identify opportunities, develop recommendations, and influence cross-functional stakeholders.

- Bachelor's degree in economics, mathematics, computer science, engineering, operations research, statistics, or a related quantitative field.

Preferred Qualifications:

- Hands-on experience with Claude Code or similar AI coding assistants

- Financial services, banking, or lending operations experience (collections, servicing, fraud, origination support)