About the RoleOur Contact Center Analytics team turns high-volume operational data into decisions that improve the Member Experience. As a Sr Operations Analytics Manager, you'll own analysis of the KPIs that keep the contact center running well - handle time, adherence, occupancy, service level - and turn what you find into recommendations operational leaders can act on.
You'll manage a flexible portfolio of work, moving between quick-turn requests and deeper strategic analysis while staying closely connected to the business partners and stakeholders who depend on your insight.
What You'll Do- Analyze contact center KPIs - volume, handle time, adherence, occupancy, service level - to spot trends, diagnose root causes, and flag issues before they affect members
- Build and maintain dashboards and reporting in tools like Tableau or Power BI that give operational leaders a clear, real-time view of performance
- Partner with internal business partners and external stakeholders to scope analytical questions, align on priorities, and drive decisions without direct authority
- Manage a flexible, high-volume portfolio of analytical work, reprioritizing as the business shifts without losing sight of what matters most for members
- Use AI tools where they speed up analysis or sharpen output, while staying rigorous about data quality and knowing where human judgment still leads
- Present findings through clear, well-supported data stories that turn analysis into action, not just information
About You- 3-5 years of experience in analytics, business intelligence, or operations analytics, with a bachelor's degree or higher, or equivalent combination of education and work experience
- Strong hands-on skills with SQL, Python, SAS, R, Tableau, or Power BI, with the ability to compile, analyze, and summarize large volumes of raw data into insight people can use - experience with database structures, schemas, and data pipelines is a plus, and so is exposure to underwriting productivity metrics like throughput and turnaround time
- Proven ability to lead complex analytical projects independently, from scoping through recommendation and implementation, influencing stakeholders and driving decisions without direct authority
- Comfortable owning a fast-paced, constantly evolving portfolio of work with limited oversight - solving problems and managing multiple priorities on your own
- Skilled at data storytelling, with the ability to communicate complex analysis clearly and build effective relationships with operational leaders and external stakeholders - financial services experience, including personal loan or credit card portfolios, is a plus
- Hands-on experience using AI tools to accelerate your work and improve output quality - equally comfortable using them yourself and showing others how, and thoughtful about where they help contact center operations like routing, resolution, and forecasting versus where human judgment and compliance still lead
Work Location Lehi, Utah OR San Francisco, CA
The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role's team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role's success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level.
Time Zone Requirements Local hours (MT, PT)
While the position will primarily work local hours, Happen Bank is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary.
Travel Requirements As needed travel to Happen Bank offices and/or other locations, as needed.
Compensation The target base salary range for this position is 105,000-160,000. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank's Total Rewards package. You may also be eligible for long-term awards (equity) and an annual bonus (which is based on company performance, employee performance and eligible earnings).
We're creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.
#LI-SS1
#LI-Hybrid
