We’re looking for intelligent, driven professionals to join our new team. The Operations Strategy & Analytics team is responsible for leveraging data driven insights to drive overall servicing strategy across contact channels, customer segmentation, product roadmaps, and technology investments. The ideal candidate will have strong analytical and problem solving skills, as well as interpersonal skills to work across the organization and with external partners to drive forward recommendations.

What You’ll Do

• Execute planning and forecasting initiatives for Customer Operations teams (in-house & outsourced)
• Develop and maintain advanced forecasting models for key business metrics informing utilization of labor and staffing levels across in-house and outsourced teams using current trends and historical data
• Partner with Workforce Management, Customer operations, Vendor Management, Finance, and Product Operations to ingest company wide implications for new product and merchant launches and marketing initiatives and translate that data into ops models
• Manage staffing models by work group and provide management with direction for overflow strategies, outsourcing, and reallocation of labor
• Drive productivity efficiencies through data insights
• Establish and utilize best methods (statistical models, processes and software tools) in creating staffing and volume forecasts
• Present planning recommendations to leadership, drive timely decisions, and ensure clear and concise communication to all XFN stakeholders
• Co-lead forecast and resource planning meetings with FP&A, Product and Merchant Success managers, reviewing recommended staffing forecasts and goals; Prepare, report, and communicate forecast measurements to management by defending recommendations with sound models and logic
• Use linear programming techniques to create optimal headcount plan meeting the demand at least possible cost.

What We Look For

• Passion and drive to make better decisions using data and disrupt the lending and financial industry for the better
• 5+ years of experience in an analytically-driven role (analytics, finance) focused around forecasting and planning
• Bachelors or masters in industrial engineering or operations research or statistics or other relevant quantitative field
• Working knowledge of developing linear programming models to solve real world problems in operations, supply chain, logistics or scheduling.
• Strong working knowledge of SQL and experience in Python or R
• Nice to have some experience with scikit learn or equivalent libraries in Python
• Strong interpersonal skills and ability to work in a team environment, cross-functionally, and with external parties
• Ability to think creatively and critically and thrive in a fast-paced, dynamic, and often ambiguous work environment
• A passion for finding insights in data and driving change based on those insights
• Ability to communicate findings and recommendations clearly to both technical and non-technical audiences
• Enough laziness to find a faster way to do your least favorite tasks
• Humility and team player - you go out of your way to help teammates