Manager, Service Delivery Analytics & Planning
About the Role
We’re looking for a strategic and analytical perator to join our Service Delivery organization as Manager, Service Delivery Analytics & Planning. This role will support operational performance across Trust & Safety Operations through analytics, workforce planning, operational monitoring, vendor budget management, quality insights, and process optimization.
This individual will serve as a centralized operational intelligence function for the organization — translating data into actionable insights, proactively identifying operational risks and performance trends, and helping leadership drive scalable, efficient, and high-quality service delivery outcomes.
The ideal candidate combines strong analytical capabilities with operational thinking, thrives in fast-paced environments, and enjoys solving complex operational problems through data, systems, and process improvement.
Responsibilities
Operational Reporting & Performance Insights
- Partner with leadership to own KPI, SLA, productivity, and performance reporting across Trust & Safety Operations, building scalable dashboards and frameworks that give visibility into operational health across vendor and internal teams
- Turn data into insights and recommendations that improve efficiency, throughput, service quality, and customer experience
Performance Governance
- Partner with the QA leader to build reporting that connects quality outcomes to operational performance, and help establish a balanced framework that evaluates both efficiency and quality
Operational Monitoring & Mission Control
- Serve as the centralized function for operational health monitoring, proactively identifying spikes, anomalies, and emerging risks, and working with Service Delivery and T&S Ops leadership on alerting, root-cause investigation, and mitigation
Forecasting, Workforce Planning & Allocation
- Build and maintain forecasting, workforce planning, and capacity models across vendor and internal operations, evaluating demand drivers and staffing trends to improve planning accuracy
Vendor Budget Management
- Partner with Service Delivery leadership on vendor budgets, cost models, and financial tracking, and evaluate staffing investments, vendor performance, and cost optimization opportunities
Investigative Analytics & Process Optimization
- Analyze tooling, workflows, and processes to uncover trends affecting quality and productivity, and partner cross-functionally on process improvements
- Support monthly and quarterly operational planning and strategy initiatives 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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Strong analytical and problem-solving capabilities with experience translating data into operational action
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Experience building dashboards, 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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Experience supporting vendor operations and/or BPO environments preferred
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Strong Excel/Google Sheets skills required; experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)
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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
- Up to 25% travel
Skills
As published by lever · 8 questions · 1 written answer
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- 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?
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- 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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