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About the role
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.
What they're looking for
- Education: Bachelor’s degree in Business, Analytics, Computer Science, Data Science, or a related field required, Master’s degree a plus
- Planning & Budgeting: Direct experience leading annual budgeting processes, headcount planning, and operational capacity forecasting
- Executive Leadership: Proven history of making clear decisions in ambiguous environments and delivering complex projects within compliant, regulated operations
More about this role
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.
- 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...
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