Director, Data Strategy – Systems Operations

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🕒 March 26

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Liveops, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🤝 B2B

🏢 Enterprise

B2B • Enterprise

Liveops, Inc. is a flexible, technology-enabled business process outsourcing (BPO) company that delivers customer service, technical support, sales and lead generation, and back-office support through a distributed network of experienced remote agents. It combines AI-powered insights, precision scheduling, and immersive agent training to provide scalable, compliant, and brand-aligned support for enterprise customers across regulated and high-volume industries. Liveops emphasizes seasonal flexibility, cost optimization, and security-first operations to serve enterprise clients with onshore, nearshore, and offshore talent.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • Paid time off • Professional development opportunities