Associate Director, Delivery Insights & Workforce Optimization in at SupportNinja

Work Setup: Remote/WAH

Employment Type: Full-Time

Equipment: Company Provided

Schedule: TBD

The Associate Director, Delivery Insights & Workforce Optimization is responsible for leading the Delivery Insights, Reporting, and Workforce Management functions to provide a unified view of operational performance, workforce effectiveness, capacity planning, and business risk across Service Delivery. This role drives data-informed decision-making by delivering actionable insights, identifying performance trends, improving operational discipline, and ensuring leaders have the information necessary to manage performance, mitigate risks, and achieve client and business objectives.

What does a day in the life of an Associate Director, Delivery Insights & Workforce Optimization look like?

• 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

What are the required qualifications for an Associate Director, Delivery Insights & Workforce Optimization?

• 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

Ninja Perks and Benefits

• Full-time employees
  • Competitive compensation
  • Adherence to government-mandated benefits
  • 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)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/kCJ550aNSFYdO47bhwFGw

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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