Senior Operations Analytics Manager - Contact Insights

LendingClub; San Francisco (CA); Hybrid; USD 105,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid parental leave

Flexible PTO

Job summary

Happen Bank seeks a Sr Operations Analytics Manager to own KPI analysis for the Contact Center, including handle time, adherence, occupancy, and service level, translating insights into actionable recommendations for leaders. You’ll work across Lehi, Utah or San Francisco, CA, in a hybrid setup and partner with various teams to drive customer experience improvements.

You will manage a flexible portfolio of analytics work, leverage SQL, Python, SAS, and BI tools, and present data stories to

Qualifications

• 3-5 years of analytics, BI, or operations analytics with a bachelor’s degree or higher.
• Proficient in SQL, Python, SAS, R, and data visualization tools.
• Experience leading complex analytics projects and influencing stakeholders.
• Familiarity with data pipelines, schemas, and underwriting metrics is a plus.
• Strong data storytelling and communication skills.

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 Tableau or Power BI that give operational leaders a 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.

Skills

SQL

Python

SAS

R

Tableau

Power BI

Education

Bachelor's degree or higher

Tools

Tableau

Power BI

SQL Server

Job description

Happen Bank seeks a Sr Operations Analytics Manager to own KPI analysis for the Contact Center, including handle time, adherence, occupancy, and service level, translating insights into actionable recommendations for leaders. You’ll work across Lehi, Utah or San Francisco, CA, in a hybrid setup and partner with various teams to drive customer experience improvements.

You will manage a flexible portfolio of analytics work, leverage SQL, Python, SAS, and BI tools, and present data stories to