Data Operations Team Lead

About the role

The Data Operations Team Lead will head a newly created team responsible for ensuring operational excellence and high‑quality data across CX systems. You will shift the focus from reactive ticket handling to proactive prevention by spotting systemic trends and driving long‑term solutions.

Key responsibilities

• Lead, mentor and schedule a team of 4‑6 Data Operations Analysts to provide 14‑hour weekday coverage.
• Monitor team capacity, ticket volumes and ensure compliance with performance SLAs.
• Analyze ticket data to identify systemic issues and escalate trends to CX Data Office Management.
• Continuously monitor data quality metrics and enforce enterprise data standards.

Required profile

• Proven experience managing technical or data‑focused operational teams, preferably in a contractor/vendor environment.
• Highly organized with strong analytical and reporting capabilities.
• Excellent written and spoken English, able to translate technical issues into business impact for executives.
• Strategic thinker focused on root‑cause elimination and continuous improvement.

Required skills

• Tableau for creating actionable operations and data‑quality reports.
• Microsoft BI (acceptable alternative to Tableau).
• Basic operational knowledge of ServiceNow for workflow and ticket management.
• Basic operational knowledge of Jira for incident and ticket tracking.