About the Role:Enova is building a centralized analytics function for its contact center operations, and we're hiring the manager to lead it. This is a working manager role: you'll set the standards, operating model, and priorities for how analysis is delivered across the operation, provide direction and coaching to the analysts doing the work, and stay hands-on with the highest-complexity work yourself. The team supports the full breadth of our contact center operations across consumer and small-business brands: customer service, application support, loan processing, collections, complaints, credit counseling, workforce management, and learning and development. This role reports to the Director of Operations.
Responsibilities:- Lead analytical work across the contact center, providing direction, coaching, and quality oversight to analysts, with direct management and hiring responsibility as the function is built out.
- Own intake, prioritization, and capacity for analytical requests across the operation, and set clear service expectations with leadership.
- Stay hands-on with cross-functional analyses, executive-level insight packages, and evaluations of strategic initiatives and pilots.
- Build repeatable frameworks and templates, automate recurring analysis, and champion responsible AI-assisted analytical workflows.
- Partner with reporting and technology teams to close gaps in data access and tooling (MicroStrategy, Genesys, CallMiner, Snowflake).
- Work with Compliance to ensure regulatory considerations (TCPA, FCRA, FDCPA) are reflected in analysis, and escalate patterns that may indicate systemic or regulatory exposure.
Requirements:- 5+ years in a business or operations analytics function, including 2+ years managing or leading analysts.
- Ability to run rigorous, hands-on analysis while managing priorities and stakeholder relationships.
- Experience building or improving analytical processes, standards, or team operating models.
- Strong working knowledge of contact center metrics and KPI frameworks (customer service, collections, WFM, complaints).
- Hands-on experience using AI tools in an analytical workflow and the ability to guide others in doing the same.
- Proficiency with advanced Excel or Google Sheets, SQL, and/or a cloud data platform such as Snowflake.
- Clear, confident written and verbal communication with senior leaders.
Nice to Have:- Bachelor's degree in a quantitative field.
- Experience in standing up or scaling a similar function.
- Financial services, consumer lending, or a regulated contact center background.
- Strategy & operations, consulting, or business intelligence experience.
Compensation:The budgeted annual salary range for this position is $120,000 to $140,000. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus and restricted stock units. All full-time employees are eligible to participate in Company benefits, described in more detail here.
Benefits & Perks:- Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.
- Health, dental, and vision insurance including mental health benefits
- 401(k) matching plus a roth option (U.S. Based employees only)
- PTO & paid holidays off
- Sabbatical program (for eligible roles)
- Summer hours (for eligible roles)
- Paid parental leave
- DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
- Employee recognition and rewards program
- Charitable matching and a paid volunteer day...Plus so much more!
