Manager, Service Delivery Analytics & Planning
About the Role
We're looking for a strategic, analytical people leader to join our Service Delivery organization as Manager, Service Delivery Analytics & Planning. In this role, you'll lead a team of analysts and workforce planners, and serve as the operational intelligence function for Trust & Safety Operations: turning data into insight, anticipating operational risk, and helping senior leadership drive scalable, efficient, high-quality service delivery.
Responsibilities
Team Leadership & Operating Model
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Lead, coach, and develop the Service Delivery Analytics & Planning team, setting priorities, standards, and growth paths for analysts and workforce planners. Bringing a play coach method to developing talent on your team.
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Own the WFM/Data request intake and prioritization process, ensuring the team's work is focused on highest-impact needs and tracked to outcomes. Essentially roadmap ownership.
Operational Reporting & Performance Insights
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Own KPI, SLA, productivity, and performance reporting strategy across Trust & Safety Operations, in partnership with senior leadership
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Design and scale dashboards and reporting frameworks that give leaders clear visibility into operational health across vendor and internal teams
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Translate complex data into insights and recommendations that improve efficiency, throughput, service quality, and customer experience, and present them to senior stakeholders
Performance Governance
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Partner with the QA leader to build reporting that connects quality outcomes to operational performance
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Help define and drive a balanced performance framework that holds efficiency and quality to equal standards
Operational Monitoring & Mission Control
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Serve as the central function for operational health monitoring, proactively identifying spikes, anomalies, and emerging risks, building SOPs around these alert feedback loops.
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Partner with Service Delivery and T&S Ops leadership to establish alerting, lead root-cause investigations, and drive mitigation
Forecasting, Workforce Planning & Allocation
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Own forecasting, workforce planning, and capacity models across vendor and internal operations
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Evaluate demand drivers and staffing trends to improve planning accuracy and inform resourcing decisions
Vendor Budget Management
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Partner with Service Delivery leadership on vendor budget planning, cost models, and financial tracking
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Evaluate staffing investments, vendor performance, and cost optimization opportunities, and make recommendations to leadership
Investigative Analytics & Strategy
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Lead analysis of tooling, workflows, and processes to uncover trends affecting quality and productivity, and drive cross-functional process improvements
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Shape monthly and quarterly operational planning and strategy through deep-dive analysis and business recommendations
What We're Looking For
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3+ years of experience in operations strategy, business operations, workforce planning, analytics, Trust & Safety operations, quality operations, or related operational environments
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1-2+ years of people management experience, including coaching and developing analysts or planners
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Strong analytical and problem-solving capabilities, with a track record of translating data into operational action
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Hands-on experience building dashboards and reporting in a data visualization tool (Tableau, Looker, or similar), some experience with SQL preferred SQL proficiency for building dashboard
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Experience building forecasting models, operational reporting frameworks, and performance scorecards
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Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring
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Strong Excel/Google Sheets skills
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Experience supporting vendor operations and/or BPO environments
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Comfortable navigating ambiguity and operating in fast-moving, high-growth environments
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Excellent communication and stakeholder management skills, including presenting to senior leaders
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Experience within marketplace operations, customer operations, or scaled service organizations
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Familiarity with operational budgeting and financial planning processes
- Up to 25% travel
Skills
As published by lever · 8 questions · 1 written answer
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- Where did you first hear about this job? optional
- Will you require a reasonable accommodation to complete the hiring process which may include technical testing, virtual and in-person style interviews? optional
- Are you located in the NYC area?
- If you answered no to the above question, are you open to relocating?
- Are you willing to come into the NYC office during the week (3 days) according to our hybrid policy?
- Are you authorized to work in the United States?
- Will you now or in the future require our company to file a petition or application for employment - based immigration status on your behalf to begin or continue employment with our company? If you currently have nonimmigrant status, for example F-1 or H-1, your answer to this question should be "yes." optional
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