Operations Analytics Manager

EXL•San Francisco, CA

2d•$130,000 - $160,000•Hybrid

About The Position

We are seeking a hands-on operations analytics professional to lead engagements focused on workforce management (WFM). The role owns end-to-end capacity planning, from developing forecasts and staffing models to translating results into clear recommendations for senior business and operations leaders. The position also identifies and drives operations analytics initiatives and serves as the primary point of contact between the business and the offshore analytics team. The role combines analytical depth with executive-level communication. The successful candidate will be comfortable both debugging a staffing model and presenting its implications to senior leaders. The position is based in San Francisco, California, with a hybrid work mode requiring three days per week in the office. The salary range is $130,000–$160,000 base, plus an annual bonus. Final compensation depends on factors including skills, experience, pay equity, work location, market conditions, and role scope.

Requirements

At least 5 years of experience in operations analytics, WFM, or capacity planning.
At least 2 years of experience leading engagements.
Advanced proficiency in SQL and at least one analytical programming language, such as Python or R.
Experience building dashboards in Tableau.
Strong analytical and structured problem-solving skills.
Strong written and verbal communication, stakeholder management, and consulting skills.
Ability to independently identify opportunities, develop recommendations, and influence cross-functional stakeholders.
Bachelor's degree in economics, mathematics, computer science, engineering, operations research, statistics, or a related quantitative field.

Nice To Haves

Hands-on experience with Claude Code or similar AI coding assistants.
Experience in financial services, banking, or lending operations, such as collections, servicing, fraud, or origination support.

Responsibilities

Own capacity planning across lines of business, including forecasting, workload and productivity assumptions, shrinkage, attrition, hiring, and FTE requirements.
Build and maintain staffing models and what-if scenarios.
Track forecast accuracy and continuously improve forecasting methodology.
Align plans with WFM, finance, and operations leaders.
Lead operations analytics initiatives in performance management, KPI frameworks, agent and channel performance, cost leakage, and contact driver analysis.
Build dashboards and self-service reporting to support data-driven decisions.
Apply AI-enabled approaches to improve analytics productivity, automation, and insight generation.
Support the offshore analytics team by scoping work, setting priorities, reviewing deliverables, and ensuring quality and on-time delivery.
Manage engagement plans, status reporting, risks and issues, and governance.
Coach team members on analytical rigor, storytelling, and business context.
Present analyses, risks, and recommendations to senior leadership in a clear, decision-oriented way.
Turn complex outputs into business narratives, executive summaries, and presentations.
Manage priorities, timelines, and expectations across competing requests.
Act as a strategic advisor to business leaders, not just a reporting resource.