Director, Operations Analytics & Infrastructure

📋 Description

• Lead Analytics & Optimization across ops to track performance and efficiency gains.
• Drive Data Science initiatives using AI, ML, and predictive modeling.
• Architect core infrastructure and manage vendors (Zendesk, LiveVox, NICE CXone).
• Partner with Credit Risk, Verification & Fraud, and Product to drive growth and system
• Own full project lifecycle from problem statement to rollout with internal partners.
• Set KPIs, governance, and regulatory compliance including TCPA dialer rules.

🎯 Requirements

• Bachelor’s in Business, Analytics, CS, Data Science; Master’s a plus.
• 10+ years in business ops, analytics, data science, or consulting; 5+ years leadership (distributed
• Experience with budgeting, headcount planning, capacity forecasting.
• Technical: SQL, Python/R, BI tools (Looker, Tableau, Mode); AI/ML concepts; governance.
• Systems architecture knowledge of contact centers, routing, dialer strategy, TCPA, IVR; vendor mgmt
• Executive leadership experience in regulated, compliant environments.

🎁 Benefits

• Competitive salary with bonus and generous benefits.
• Hybrid work model with distributed teams; potential for remote locations.