Director, Service Operations Analytics

Insperity•Madison, TX

About The Position

Insperity is seeking a Director, Service Operations Analytics to lead Service Operations’ analytics strategy, operational initiatives, and execution of directives related to key organizational metrics. The role maximizes internal and external resources to exceed client expectations by developing measurement systems and processes that collect relevant data, identify trends, and turn complex business needs and data into actionable insights. It also forecasts and maintains Service Operations budgets, analyzes operational performance and improvement opportunities, and oversees client termination functions in coordination with Service Operations leadership and Insperity Legal. The Director establishes a multi-year analytics roadmap and oversees dashboards, scorecards, recurring reports, surveys, forecasting, and ad hoc analysis. The role leads a metrics team and reporting capabilities, establishes standards for analytics governance, and provides strategic advice to Service Operations and corporate partners. It also manages budgets and headcount, vendor relationships, and teams responsible for analytics and reporting.

Requirements

Bachelor's degree in a related field.
Ten years of experience in market research, survey development, budget analysis, and product management.
Managerial and project management experience.
Core project management skills, including the ability to multitask and manage multiple or large projects in a cross-functional environment.
Knowledge of personnel administration principles and practices, including hiring, supervising, training, and evaluating staff.
Ability to lead and motivate staff to apply skills and techniques to solve dynamic problems.
Ability to prepare clear, concise, thorough, and meaningful written reports, policies, and other reporting documents.
Ability to organize and maintain projects efficiently within narrow time limits, work independently, communicate clearly orally and in writing, and maintain effective working relationships.
High proficiency in financial and operational analysis using common and complex analytical techniques and formulas, with strong working knowledge of financial budgeting and reporting methods.
Strong business acumen and ability to comprehend complex business issues across varied business units.
Skills in special projects and service management, influence, leadership, conflict resolution, and decision-making.
High-level knowledge of statistical analysis modules.

Responsibilities

Define and execute a multi-year analytics roadmap aligned with business priorities, operational needs, and organizational strategy.
Oversee dashboards, scorecards, recurring reports, surveys, forecasting, and ad hoc analyses that translate data into business actions.
Provide operational leadership and improve Service Operations processes in collaboration with consultants, clients, vendors, management, and team members.
Oversee processes related to Co-Employment client satisfaction, survey development, client attrition and retention, and client terminations.
Direct communications about survey analysis and results, and attrition and retention metrics, to corporate departments and Service Operations.
Establish, monitor, and adjust benchmark metrics; report findings and identify trends and patterns.
Set the vision for tools and resources used to collect and report client satisfaction and retention or attrition data.
Direct products and resources related to client termination and employee state notices processes.
Negotiate with vendors regarding survey products and services; evaluate vendor performance and recommend vendor changes or additions.
Develop and lead a metrics team, monitor key performance indicators, and provide analysis of regional results, reports, and commentary to the Service Operations Leadership Team.
Ensure the integrity of survey development and analysis.
Keep abreast of market research developments through continuing education, conferences, and review of literature and periodicals.
Oversee and prioritize requests and activities, communicating results to appropriate requestors to support strategic decision-making through quantitative and qualitative methods.
Serve as a consultant and liaison among Service Operations, corporate departments, Insperity Business Performance Solutions, and outside consultants.
Manage Service Operations budget and headcount and assemble annual budget submissions.
Participate in quarterly reviews with Finance to ensure accurate expense projections.
Monitor spending for budget compliance and conduct trend analysis to support future funding requests.
Identify variances between actual and budgeted results and provide monthly budget and headcount reconciliation.
Partner with Executive Leadership and Division Vice Presidents to provide tracking reports and trends, comparing results with forecasts.
Recruit, coach, and develop analysts, business intelligence developers, and reporting professionals; set priorities, performance expectations, and career paths.
Guide the design and adoption of intuitive, scalable reporting solutions using Tableau, Power BI, and related platforms.
Establish standards for metric definitions, validation, documentation, access, and governance.
Perform other related duties as required by the supervisor.