Manager, Global Operations Analytics (Hybrid)

Enova•Chicago, IL

9d•Hybrid

About The Position

Enova is building a centralized analytics function for its contact center operations and is hiring a working manager to lead it. The manager will establish standards, the operating model, and priorities for analytical work across the operation; direct and coach analysts; and remain hands-on with the most complex analyses. 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. This role reports to the Director of Operations. The position is hybrid, with in-office work Tuesday through Thursday and remote flexibility on Mondays and Fridays. Applicants must be eligible to work in the United States; visa sponsorship and sponsorship takeovers are not available. The budgeted annual salary range is $120,000 to $140,000. Actual salary may differ based on qualifications, skills, experience, and level assessed during hiring. Additional compensation may include a bonus and restricted stock units.

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 so.
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 establishing or scaling a similar function.
Background in financial services, consumer lending, or a regulated contact center.
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 analytics function is built out.
Own intake, prioritization, and capacity for analytical requests across the operation, and set service expectations with leadership.
Conduct hands-on 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 incorporate regulatory considerations, including TCPA, FCRA, and FDCPA, into analysis, and escalate patterns that may indicate systemic or regulatory exposure.