Location Designation: Hybrid - 3 days per week
Role OverviewThe Lead, Data, Insights & AI is responsible for enabling data-driven decision-making across Field Technology, Release Management, and Change Management by creating a trusted and consistent view of operational performance, user experience, and business outcomes. This role transforms operational, platform, release, and change management data into actionable insights that improve prioritization, execution, adoption, and measurable business results.
Serving as the bridge between information and decision-making, the role synthesizes data from multiple operational platforms to identify trends, risks, and opportunities, delivering insights that help leaders understand what is happening, why it is happening, and what actions should be taken next. The role also advances the use of AI, automation, and knowledge management to strengthen reporting, decision support, organizational learning, and operational effectiveness.
Operating as a senior individual contributor and trusted advisor, this role partners across Operations, Platform & Engineering, Field Enablement & Rollout, Release Management, Change Management, and Strategy & Execution to influence decisions through expertise, analytics, and evidence-based recommendations rather than direct people leadership.
What You'll Do:- Develop and deliver trusted operational intelligence by integrating data from ServiceNow, Amazon Connect, Jira, Release Management, Change Management, and other operational platforms to identify trends, risks, opportunities, and actionable recommendations that improve business outcomes.
- Design, implement, and maintain KPI frameworks, executive dashboards, and reporting that provide clear visibility into operational performance, agent experience, release effectiveness, change adoption, and strategic outcomes while enabling prioritization, accountability, and continuous improvement.
- Partner with business and technology leaders to translate complex operational data into meaningful insights and recommendations that support planning, prioritization, investment decisions, and execution across Field Technology and related functions.
- Identify and implement opportunities to leverage AI, automation, and knowledge management capabilities to improve analysis, reporting, decision support, organizational learning, and operational effectiveness while reducing reliance on tribal knowledge.
- Collaborate across Operations, Platform & Engineering, Field Enablement & Rollout, Release Management, Change Management, and Strategy & Execution to establish consistent measurement practices, improve operational transparency, and deliver measurable improvements in performance, adoption, customer experience, and service outcomes.
What You'll Bring:Required Skills- Bachelor's degree or equivalent combination of education and relevant experience.
- 8+ years of experience in analytics, business intelligence, operational intelligence, operational performance, or a related discipline supporting technology or customer-facing organizations.
- Demonstrated experience developing KPI frameworks, executive dashboards, and performance reporting that translate complex operational data into actionable business insights.
- Strong analytical, critical thinking, and problem-solving skills with the ability to synthesize information from multiple data sources, identify trends, and develop evidence-based recommendations.
- Experience with reporting, analytics, and data visualization tools such as Power BI, Tableau, SQL, or similar technologies.
- Experience leveraging AI-enabled tools and emerging technologies to enhance data analysis, reporting, knowledge management, decision support, or operational effectiveness.
- Excellent written and verbal communication skills with the ability to influence stakeholders and communicate complex information clearly to technical and business audiences.
- Demonstrated ability to build collaborative relationships and influence cross-functional teams without direct authority while managing multiple priorities in a dynamic environment.
Preferred Skills- Experience supporting contact center operations, service management, or operational analytics environments.
- Familiarity with ServiceNow, Amazon Connect, Jira, or similar enterprise platforms.
- Experience supporting release management, change management, or enterprise transformation initiatives.
- Experience implementing automation, AI, or knowledge management solutions that improve operational efficiency and organizational effectiveness.
Pay TransparencySalary Range: $119,000-$170,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Our BenefitsWe provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Job Requisition ID: 94381
