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