Director of Operations and Analytics

2 weeks ago

Phoenix, United States ServiceTrac Full time

ServiceTrac seeks a dynamic and strategic Director of Operations and Analytics to oversee and streamline the company's operational processes while leveraging data-driven insights to help clients make more informed business decisions. This role will be crucial in optimizing both day-to-day operations and the use of analytics across the organization, ensuring efficiency, scalability, and growth.


The ideal candidate will have a strong background in operations and data analytics, capable of leading cross-functional teams, improving processes, and driving actionable insights from data to support strategic decision-making. This is a unique opportunity for a data-savvy leader who enjoys balancing big-picture strategy with detailed operational execution.


Key Responsibilities: 


Operations Management: 

  • Oversee daily operations, ensuring smooth workflow across departments such as surveys, client management, and data collection. 
  • Develop, implement, and optimize operational processes to increase efficiency, reduce costs, and improve performance. 
  • Ensure operations are aligned with business goals and compliance standards, managing resources to meet timelines and objectives. 
  • Identify bottlenecks and opportunities for process improvement, driving continuous improvement initiatives. 


Analytics Leadership: 

  • Leverage client data to provide insights on patient / resident satisfaction. 
  • Oversee data collection, analysis, and reporting processes to ensure accuracy and consistency across all clients. 
  • Collaborate with client success team and present finding as a subject matter expert. 
  • Develop and maintain key performance indicators (KPIs) and dashboards to track the success of operations and client satisfaction. 


Cross-Functional Leadership: 

  • Collaborate with senior leadership, client management, and technical teams to align operations and analytics efforts with overall company strategy. 
  • Manage a team of operations staff, call center employees, and IT professionals, providing leadership, coaching, and development. 
  • Work closely with IT and development teams to ensure systems and software products are evolving. 


Process Improvement and Automation: 

  • Identify opportunities to streamline and automate processes, leveraging technology to improve efficiency. 
  • Manage and implement automation tools to enhance operational and data processing workflows. 
  • Drive operational excellence through technology adoption, analytics, and best practices. 


Client and Stakeholder Relations: 

  • Act as the operational and data liaison with key stakeholders, including clients and internal departments. 
  • Ensure client satisfaction through efficient survey administration and insightful reporting. 
  • Lead the development and presentation of analytical reports to clients and senior executives. 


Qualifications: 

  • Bachelor's degree in business, Operations Management, Data Science, or a related field.  
  • 7+ years of experience in operations management, data analytics, or a similar role. 
  • Proven experience leading cross-functional teams, preferably in a service-based or technology-driven company. 
  • Strong understanding of data analytics tools (e.g., Tableau, SQL, excel) and operational efficiency methodologies. 
  • Demonstrated success in process improvement and automation. 
  • Excellent leadership and team management skills, with the ability to communicate effectively across all levels of the organization. 
  • Ability to analyze complex data and translate it into actionable business insights. 
  • Experience in the survey industry or a related field is a plus. 


Competencies: 

  • Strategic Thinking: Ability to see the big picture and align operations and analytics to broader business goals. 
  • Problem-Solving: A proactive problem-solver who can identify operational inefficiencies and implement effective solutions. 
  • Data-Driven Decision Making: Strong analytical mindset with a focus on using data to inform decisions. 
  • Leadership: Strong team building and leadership skills with experience managing cross-functional teams. 
  • Communication: Excellent verbal and written communication skills, with the ability to explain complex concepts to non-technical stakeholders. 
  • Technology: Strong history of leveraging technology tools to gain business results quickly and efficiently 


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