Associate Director, Delivery Insights, Workforce Optimization

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Lead the Delivery Insights, Reporting, and Workforce Management functions to support operational performance, workforce effectiveness, and business decision-making across Service Delivery • Develop and deliver executive-level performance insights, reporting, and analysis that identify trends, risks, opportunities, and actionable recommendations to support operational and client success • Monitor operational metrics, including service level performance, quality results, productivity, staffing, attendance, adherence, occupancy, shrinkage, utilization, and client-specific KPIs • Lead workforce management activities, including forecasting, capacity planning, scheduling, real-time management, and workforce governance to ensure alignment with operational, client, and financial objectives • Lead reporting governance by establishing standardized reporting methodologies, dashboards, data quality controls, and reporting processes that support accurate and actionable business intelligence • Partner with cross-functional stakeholders to improve data quality, reporting automation, system adoption, reporting efficiency, and business visibility • Establish processes to identify, communicate, track, and resolve operational risks through trend analysis, root cause investigations, accountability frameworks, and performance improvement initiatives • Provide recommendations that support operational improvements, workforce effectiveness, client retention, customer experience initiatives, and business performance objectives • Lead the reporting and insights cadence for Service Delivery, including weekly, monthly, quarterly, and ad hoc business reviews • Collaborate with Service Delivery, Workforce Management, Quality Assurance, Client Services, Finance, Human Resources, Technology, and other stakeholders to align operational priorities and business objectives • Promote a culture of data-driven decision-making, operational accountability, and continuous improvement across the organization • Lead, coach, and develop leaders and team members while establishing performance expectations, accountability standards, and organizational capabilities in workforce optimization, analytics, reporting, and operational consulting • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned.

🎯 Requirements

• Bachelor’s degree in Business Administration, Operations Management, Analytics, Statistics, Finance, Information Systems, or a related field preferred • Minimum of ten (10) years of progressive leadership experience in BPO operations, customer experience outsourcing, workforce management, operational analytics, reporting, service delivery, or a related field • Experience leading Workforce Management, Reporting, Analytics, Delivery Insights, Operations, or other cross-functional operational support teams • Proven experience supporting large-scale operations across multiple programs, clients, business units, or geographic locations • Strong knowledge of workforce management principles, including forecasting, capacity planning, scheduling, real-time management, adherence, occupancy, and shrinkage management • Experience developing executive reporting, dashboards, scorecards, performance frameworks, and analytics that support operational decision-making and business performance • Strong understanding of operational performance metrics, customer experience KPIs, quality measures, workforce indicators, and service delivery best practices • Experience leading root cause analysis, performance improvement initiatives, operational reviews, and business optimization efforts • Knowledge of operational excellence methodologies such as COPC, Lean Six Sigma, or similar frameworks preferred • Strong analytical, problem-solving, and strategic decision-making skills with the ability to translate data into actionable business recommendations • Exceptional communication, presentation, stakeholder management, and executive influencing skills • Experience leading managers, senior managers, or other people leaders in a complex operational environment • Strong organizational and project management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment • Experience utilizing workforce management platforms, reporting tools, business intelligence solutions, CRM systems, and operational technologies • Ability to build strong partnerships across operations, client services, workforce management, quality assurance, finance, technology, and executive leadership teams • Commitment to operational excellence, accountability, continuous improvement, and data-driven decision-making.

🏖️ Benefits

• Competitive compensation • Health insurance • Retirement Savings Program with Company Matching • Life Insurance • HMO on day 1 • Paid time off, birthday leave • Bonus and incentive plans • Opportunities for skills training and personal and professional development • Employee Referral Program • Beautiful office space (for onsite employees) • Free lunch provided daily (for onsite employees)