Operations Planning and Governance - Senior Manager - Operations Analytics and Enablement

Golden 1 Credit Union•Sacramento, CA

2d•Hybrid

About The Position

This role leads the Data Solutions and Operation Transformation Teams, providing hands-on guidance, prioritization, and quality oversight to deliver accurate, timely analytics and ServiceNow workflows that support Service Operations and improve member outcomes. The ideal candidate is a data-driven people leader with strong analytical expertise, data governance discipline, and technical fluency to translate complex business needs into clear insights, dashboards, and models. This role partners cross-functionally with Service Operations, analytics, technology, and compliance leaders to align analytical execution with organizational strategy, proactively identify risks and improvement opportunities, and drive efficiency, transparency, and continuous improvement.

Requirements

Bachelor’s Degree in Data Science, Statistics, Computer Science, Decision Sciences, Operations Research, Management Science, Digital Marketing, or directly relevant experience alongside applicable certifications preferred.
8+ years of progressive experience in analytics, business intelligence, or operational enablement.
5+ years of people leadership experience, including managing managers or senior professionals.

Responsibilities

Lead and oversee teams responsible for Data Solutions Analytics and ServiceNow workflow development.
Support staff delivering analytics, reporting, process optimization, automation, and operational transformation initiatives in support of Service Operations.
Translate departmental strategy and roadmap into prioritized, actionable deliverables, ensuring timely, high-quality execution across analytics, reporting, and enablement workstreams.
Partner with Service Operations and organizational leaders to understand business needs and translate them into clear analytical, reporting, and process improvement requirements.
Collaborate cross functionally with analytics, technology, compliance, operations, and transformation teams to align enterprise priorities and manage inter dependencies.
Develop and maintain relationships with senior leaders and stakeholders; organize, participate in, and lead proposal development and strategic discussions as needed.
Review, validate, and provide quality assurance for analytical outputs, dashboards, reports, data models, and efficiency solutions prior to delivery.
Develop and maintain operational metrics and dashboards, including productivity, quality, forecasting, efficiency, and performance indicators.
Utilize data analytics to identify trends, measure the impact of process improvements, and support data driven decision making.
Support executives, compliance, and operational leadership with timely, accurate, and high visibility analytical insights and reporting.
Provide regular progress, production, and performance reporting to leadership and governance forums.
Identify, lead, and execute opportunities for process improvement, automation, innovation, and workflow optimization across Service Operations.
Lead change management, business analysis, and process enablement efforts to support enterprise initiatives and adoption of new capabilities.
Monitor industry’s best practices, emerging technologies, and external benchmarks to drive continuous improvement and innovation.
Ensure Operations Transformation team requirements are accurate and ServiceNow Workflow delivery time adherence.
Manage all aspects and phases for the ServiceNow workflow delivery life-cycle to ensure SLAs are met.
Influence, guide and train peers and colleagues on ServiceNow capabilities and limitations.
Monitor workload balance, capacity, and productivity to ensure effective utilization of analytics and enablement resources.
Support cost/benefit analyses, staffing forecasts, workload planning, budgeting, and financial decision making for operational initiatives.
Oversee business requirements development and support the finalization and governance of statements of work (SOWs) with vendors or internal development partners.
Reinforce and ensure adherence to Golden 1 data governance standards, documentation practices, internal controls, data ethics principles, and regulatory requirements.
Identify, escalate, and mitigate operational, data, capacity, or delivery risks, providing recommended solutions and corrective actions.
Lead engagement planning and budgeting; mobilize and manage teams to deliver initiatives within scope, timelines, and financial targets.
Coach, mentor, and develop managers and team members through performance management, staffing support, skill development, succession planning, and employee engagement initiatives.
Foster a positive, inclusive, and high-performance work environment aligned with Golden 1’s mission, vision, and core values.
Contribute to the growth and development of Golden 1 products, services, and operational capabilities.
Perform other duties as assigned.