Director of Operations and Analytics

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