Manager, Global Operations Analytics (Hybrid)
About The Position
Enova is building a centralized analytics function for its contact center operations and is hiring a manager to lead it. This is a working manager role responsible for setting analytical standards, the operating model, and priorities across the operation; providing direction and coaching to analysts; and handling the most complex analytical work directly. The team supports contact center operations across consumer and small-business brands, including customer service, application support, loan processing, collections, complaints, credit counseling, workforce management, and learning and development. The position reports to the Director of Operations. The manager will lead and develop the analytics function, oversee intake and prioritization of analytical requests, deliver cross-functional and executive-level analysis, and improve analytical processes and workflows. The role also partners with reporting, technology, and Compliance teams to address tooling and data access needs and ensure regulatory considerations are reflected in analysis.
Requirements
- At least 5 years of experience in a business or operations analytics function.
- At least 2 years managing or leading analysts.
- Ability to conduct rigorous hands-on analysis while managing priorities and stakeholder relationships.
- Experience building or improving analytical processes, standards, or team operating models.
- Strong working knowledge of contact center metrics and KPI frameworks, including customer service, collections, workforce management, and complaints.
- Hands-on experience using AI tools in an analytical workflow and ability to guide others in doing the same.
- Proficiency with advanced Excel or Google Sheets, SQL, and/or a cloud data platform such as Snowflake.
- Clear, confident written and verbal communication with senior leaders.
Nice To Haves
- Bachelor's degree in a quantitative field.
- Experience standing up or scaling a similar function.
- Financial services, consumer lending, or regulated contact center background.
- Strategy and operations, consulting, or business intelligence experience.
Responsibilities
- Lead analytical work across the contact center, providing direction, coaching, and quality oversight to analysts.
- Directly manage and hire analysts as the function is built out.
- Own intake, prioritization, and capacity for analytical requests across the operation, and set clear service expectations with leadership.
- Conduct cross-functional analyses, prepare executive-level insight packages, and evaluate strategic initiatives and pilots.
- Build repeatable analytical frameworks and templates, automate recurring analysis, and champion responsible AI-assisted analytical workflows.
- Partner with reporting and technology teams to address gaps in data access and tooling, including MicroStrategy, Genesys, CallMiner, and Snowflake.
- Work with Compliance to ensure regulatory considerations, including TCPA, FCRA, and FDCPA, are reflected in analysis, and escalate patterns that may indicate systemic or regulatory exposure.
Benefits
- Health insurance, including mental health benefits.
- Dental insurance.
- Vision insurance.
- 401(k) matching, plus a Roth option for U.S.-based employees.
- Paid time off and paid holidays.
- Sabbatical program for eligible roles.
- Summer hours for eligible roles.
- Paid parental leave.
- DEI groups.
- Employee recognition and rewards program.
- Charitable matching.
- Paid volunteer day.
- Additional compensation may include a bonus and restricted stock units.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
