Voice Analytics Team Lead — AI-Driven Service Optimization

Edward Jones; St. Louis (MO); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

401k plan

Paid holidays

Vacation days

Employee assistance

Job summary

Edward Jones is seeking a Team Leader of Voice Analytics to guide a multi‑time‑zone analytics team. You will transform voice, chat, and workflow data into insights, drive AI‑driven service optimization, and partner with senior leaders to improve client experiences.

The role emphasizes Agile leadership, cross‑functional collaboration, and strategic vision, with commensurate opportunities for professional growth and impact across the organization.

Qualifications

• Minimum 5 years in software development.
• Lead Agile teams (8–10 members) and mentor staff.
• Define architecture, standards, and lead technical decisions.
• Proven problem-solving, communication, ownership, and cross-team collaboration.
• Experience leading analytics, reporting, data intelligence, or contact center tech teams.
• Strong executive presentation skills and ability to influence across stakeholders.

Responsibilities

• Lead a team of analytics professionals focused on transforming data into actionable insights.
• Set vision and strategy for contact center analytics and AI-driven service optimization.
• Provide leadership during high-impact incidents and manage escalations.
• Mentor and develop a multi-time-zone team with regular coaching and performance reviews.
• Establish Agile delivery practices, roadmaps, and backlogs for iterative delivery.
• Foster curiosity, experimentation, accountability, and continuous improvement.

Skills

Team leadership

Agile methodologies

Architecture decisions

Analytical thinking

Executive communication

Cross-team collaboration

Problem solving

Influence without authority

Education

Bachelor’s degree

Advanced degree preferred

Job description

Edward Jones is seeking a Team Leader of Voice Analytics to guide a multi‑time‑zone analytics team. You will transform voice, chat, and workflow data into insights, drive AI‑driven service optimization, and partner with senior leaders to improve client experiences.

The role emphasizes Agile leadership, cross‑functional collaboration, and strategic vision, with commensurate opportunities for professional growth and impact across the organization.