Director, Data Strategy – Systems Operations

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Liveops, Inc.

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2000

🤝 B2B

🏢 Entreprise

B2B • Enterprise

Liveops, Inc. est une entreprise d'externalisation des processus métier (BPO) flexible et axée sur la technologie qui fournit des services clients, un support technique, des ventes et la génération de prospects, ainsi qu'un support bureautique via un réseau distribué d'agents distants expérimentés. Elle combine des analyses alimentées par l'IA, une planification précise et une formation immersive des agents pour offrir un support évolutif, conforme et aligné sur la marque pour les clients d'entreprise dans les industries régulées et à volume élevé. Liveops met l'accent sur la flexibilité saisonnière, l'optimisation des coûts et des opérations axées sur la sécurité pour servir des clients d'entreprise avec des talents onshore, nearshore et offshore.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• Health insurance • Paid time off • Professional development opportunities