Upgrade Hiring for Director, Operations Analytics (Call Center) Full Time

About the Role:

The Director of Business Analytics & ing will be a key leader for Upgrade at the Phoenix Service Center, helping to develop and lead the strategy and execution of the business ing and analytics program. This is a high-visibility role with direct interaction and partnership with various teams and stakeholders. This role will work closely with multiple business leaders and partners to understand and interpret relevant data to support their day-to-day operations as well as to support strategic initiatives and capabilities. This role will lead a team responsible for connecting the dots between data and performance that helps support the business and drive our growth through a compelling story supported by analytics. The ideal candidate will have experience building out data definitions, and in rolling out and scaling business intelligence and ing in financial services.

What You’ll Do:

• Collaborate across the Phoenix Service Center leadership team to ensure the business analytics & ing team develops meaningful ing and insights, and can translate data that helps drive the business operations growth and needs
• Partner with leaders in advancing the analysis and ing agenda, focused on insights delivery in areas around operational efficiency, quality enhancements, etc.
• Help identify and define operational improvements, strategic opportunities, and other initiatives across the business/operations
• Partner with leaders across the business to build buy-in and engagement around the established direction and objective of establishing a ing strategy that balances the need for automation and self-service
• Develop, define, , and monitor key management metrics around the health of an operations program
• Deliver ing and analytics to help the business operate more effectively, understand what business questions need to be answered and how to unlock the data to get the answers
• Manage executive level s and dashboards clearly communicating insights and recommendations
• Develop a deep understanding of systems and processes in order to extract insights from existing data
• Develop insights-based presentations from analytics and present to internal stakeholders
• Develop methods to unlock information held in disparate systems and derive processes to generate lessons learned and better business outcomes
• Create a single source of truth by partnering with technology to ensure data is aggregated from multiple sources efficiently and accurately
• Enable confidence in the data by providing actionable insights from the accuracy of the data, fostering opportunities for efficiency gains, and by introducing solutions to scale current operations
• Drive improved data quality and consistency across all data solutions in the business
• Maintain a high-performance team and work environment enabling operational objectives and acquisition/retention of people resources
• Work effectively as a team member with other members of the leadership team and business partners

What We Look For:

• 5+ years of relevant experience in building statistical models and translating and communicating insights into actionable business recommendations
• A focus on Financial Services/experience supporting banking operations preferred
• 3+ years of experience leading other people
• Demonstrated experience in building business intelligence functions at scale, with the ability to anticipate and get in front of potential roadblocks
• Strong business acumen and application of data and insights to business strategy
• Competent in the use of data technology to solve complex business problems, and must be willing and able to provide hands-on expertise in the use of multiple Business Intelligence toolsets and database platforms
• Advanced skills in Microsoft Excel and PowerPoint
• Programming ability (SQL at a minimum)
• Knowledge and experience with various analytical and statistical methodologies
• Strong quantitative and problem-solving skills
• Ability to work well cross-functionally and influence across the organization
• Ability to operate as a consultant with proven ability to manage high profile data insights and ing initiatives
• Excellent communication, partnership, and presentation skills

Nice to have:

• BA / BS in a quantitative field; advanced study a plus

What We Offer You:

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives

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Personal Information Upgrade Collects:

Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin. Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information, other information obtained through background checks, including employment, credit, and criminal history. Education Information. Any other information you provide as a part of recruitment, job application, or interview process.

Purposes for Collecting Personal Information:

To consider qualifications, skills, and interest for employment. To communicate with you during the recruitment and interview process. To conduct background checks and verify your information if you are offered employment. To provide compensation, including payroll, and administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To improve recruitment and interview processes and ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company ing obligations.