Director, Data Strategy – Systems Operations

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🕒 Março 26

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Liveops, Inc.

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2000

🤝 B2B

🏢 Corporativo

B2B • Enterprise

A Liveops, Inc. é uma empresa de terceirização de processos de negócios (BPO) flexível e habilitada por tecnologia, que oferece serviços de atendimento ao cliente, suporte técnico, vendas e geração de leads, além de suporte administrativo, através de uma rede distribuída de agentes remotos experientes. Ela combina insights impulsionados por IA, agendamento preciso e treinamento imersivo de agentes para oferecer suporte escalável, em conformidade e alinhado à marca para clientes empresariais em setores regulados e de alto volume. A Liveops enfatiza a flexibilidade sazonal, a otimização de custos e operações com foco em segurança para atender clientes empresariais com talentos onshore, nearshore e offshore.

Descrição

• Serve as the single owner of all data strategy, analytics execution, predictive modeling, and contact-center systems operations for Liveops’ largest client program. • Lead a multi-disciplinary team of analysts, data scientists, and systems engineers to deliver insights, optimize Five9 and Virtual Observer environments, streamline operational workflows, and elevate the overall patient experience. • Leverage strategic and operational expertise to deliver friction-free patient journeys, increase throughput and speed-to-delivery, develop or guide predictive analytics, and drive measurable improvements in both cost efficiency and patient satisfaction. • Shape data-driven strategies, implement best-in-class SOPs, and engage directly with client contacts to present findings and influence business performance.

🎯 Requisitos

• Bachelor’s Degree or equivalent experience required; Master’s preferred. • 7+ years in data analytics, predictive analytics, systems operations, or related technical function, with at least 3+ years of leadership experience. • Proven experience leading multi-disciplinary technical teams (analytics, systems engineering, data science). • Experience with predictive analytics highly preferred; including developing, guiding, or operationalizing predictive models related to patient behavior, operational efficiency, or contact-center performance. • Strong understanding of patient support programs, healthcare operations, or health insurance ecosystems (highly preferred). • Hands-on familiarity with Five9, Authenticx, Power BI, Salesforce, SQL, or related analytics and CX platforms. • Experience with AI/IVA (Intelligent Virtual Agents), IVR workflow optimization, or CX automation technologies strongly preferred. • Ability to translate complex technical concepts into business-level insights for executives and clients. • Strong analytical and problem-solving skills with demonstrated ability to remove friction points and improve consumer journeys. • Ability to thrive in a fast-paced environment with shifting priorities and tight deadlines.

🏖️ Benefícios

• Health insurance • Paid time off • Professional development opportunities