Analytics Director, Recoveries & Customer Support

10-15 years of proven experience in a leadership role within collections, customer care, or operations analytics Preferably in the fintech or financial services industry; consulting background highly desirable Strong analytical and problem-solving skills Demonstrated ability to translate data into actionable insights Experience in developing and managing project plans Track record of driving initiatives to successful completion Excellent communication and stakeholder management skills Ability to influence and align cross-functional teams Effective change management skills Proficiency in data analysis and visualization tools (e.g., SQL, Tableau, Looker) A strategic mindset with the ability to identify and prioritize opportunities with the highest impact

Establish and own global analytics for customer care and recoveries Design and maintain KPI dashboards Provide analytical leadership to customer care and recovery teams Act as an analytical partner to the Product Manager Review progress towards core KPIs and establish playbooks for corrective actions Refine agent performance management evaluation Build business cases for new initiatives Offer analytical frameworks to resolve emerging challenges Ensure all tests have trustworthy methodologies for measuring impact Diagnose and prioritize root causes of contact volumes, resolution delays, and customer friction Create early warning systems for emerging issues Create standardized reporting on customer care KPIs Partner with Global customer care leads to identify new initiatives Develop and manage project plans for improvement initiatives Work closely with initiative owners to refine strategies, develop test plans, and analyze results Continuously identify and champion new initiatives Highlight and address needs for additional resources or cross-functional support Own execution through the 'last mile'