Sr Operations Analytics Manager
LendingClub•San Francisco, UT
•Hybrid
About The Position
Our Contact Center Analytics team turns high-volume operational data into decisions that improve the Member Experience. As a Sr Operations Analytics Manager, you'll own analysis of the KPIs that keep the contact center running well — handle time, adherence, occupancy, service level — and turn what you find into recommendations operational leaders can act on. You'll manage a flexible portfolio of work, moving between quick-turn requests and deeper strategic analysis while staying closely connected to the business partners and stakeholders who depend on your insight.
Requirements
- 3-5 years of experience in analytics, business intelligence, or operations analytics, with a bachelor's degree or higher, or equivalent combination of education and work experience
- Strong hands-on skills with SQL, Python, SAS, R, Tableau, or Power BI, with the ability to compile, analyze, and summarize large volumes of raw data into insight people can use
- Proven ability to lead complex analytical projects independently, from scoping through recommendation and implementation, influencing stakeholders and driving decisions without direct authority
- Comfortable owning a fast-paced, constantly evolving portfolio of work with limited oversight — solving problems and managing multiple priorities on your own
- Skilled at data storytelling, with the ability to communicate complex analysis clearly and build effective relationships with operational leaders and external stakeholders
- Hands-on experience using AI tools to accelerate your work and improve output quality — equally comfortable using them yourself and showing others how, and thoughtful about where they help contact center operations like routing, resolution, and forecasting versus where human judgment and compliance still lead
Nice To Haves
- experience with database structures, schemas, and data pipelines is a plus
- exposure to underwriting productivity metrics like throughput and turnaround time
- financial services experience, including personal loan or credit card portfolios, is a plus
Responsibilities
- Analyze contact center KPIs — volume, handle time, adherence, occupancy, service level — to spot trends, diagnose root causes, and flag issues before they affect members
- Build and maintain dashboards and reporting in tools like Tableau or Power BI that give operational leaders a clear, real-time view of performance
- Partner with internal business partners and external stakeholders to scope analytical questions, align on priorities, and drive decisions without direct authority
- Manage a flexible, high-volume portfolio of analytical work, reprioritizing as the business shifts without losing sight of what matters most for members
- Use AI tools where they speed up analysis or sharpen output, while staying rigorous about data quality and knowing where human judgment still leads
- Present findings through clear, well-supported data stories that turn analysis into action, not just information
Benefits
- medical, dental and vision plans for employees and their families
- 401(k) match
- health and wellness programs
- flexible time off policies for salaried employees
- up to 16 weeks paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
