Operations Analytics Manager

EXL•San Francisco, CA

1d•Hybrid

About The Position

We are seeking a hands-on operations analytics professional to lead an engagement focused on workforce management (WFM). This role owns end-to-end capacity planning, from building forecasts and staffing models to translating results into clear recommendations for senior business and operations leaders. The Operations Analytics Manager will identify and drive operations analytics initiatives and serve as the primary point of contact between the business and the offshore analytics team. The role combines hands-on analytical work with executive-level communication, requiring comfort both debugging staffing models and presenting their implications to senior leaders. The position is hybrid, with three days per week in the San Francisco office. The posted base salary range is $130,000–$160,000 per year, plus an annual bonus. Final compensation depends on factors including skills and experience, internal pay equity, work location, market conditions, and role scope. For higher-cost zones such as California, actual compensation may exceed the posted range.

Requirements

At least 5 years of experience in operations analytics, workforce management, or capacity planning.
At least 2 years of experience leading engagements.
Advanced proficiency in SQL.
Proficiency in 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.
Financial services, banking, or lending operations experience, 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 workforce management, 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 timely delivery.
Manage the engagement plan, 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.
Translate complex analytical outputs into business narratives, executive summaries, and presentations.
Manage priorities, timelines, and expectations across competing requests.
Act as a strategic advisor to business leaders, rather than solely as a reporting resource.
Serve as the primary point of contact between the business and the offshore analytics team.