Director, Analytics Customer Support

Director, Analytics Customer Support 

Role Summary 

This role is accountable for Analytics Customer Support, a customer facing organization comprised of people managers and subject matter authorities of complex, analytics workflows and technology. The ideal candidate will have multiple years of people leadership experience along with knowledge of fixed income instruments, analytics, models, benchmarking and customer workflows. They will be driven, personable, confident, willing to adapt, with a proven track record of transformation where change is the only constant. 

Role Objectives 

• Develop strategies to enhance team productivity, collaboration, and efficiency while ensuring high morale and job satisfaction. 

• Establish standardized processes and best practices to ensure consistent, high-quality interactions across all customer touchpoints. 

• Track and analyze performance indicators to identify areas for improvement and implement data-driven solutions. 

• Collaborate with other departments, such as Product and Marketing, to address customer pain points and align support strategies with company goals. 

Role Responsibilities 

• Set strategic direction for the Analytics Customer Support function in alignment with company goals. 
• Drive a culture of accountability, ownership, and performance excellence within the team. 
• Make data-driven decisions that optimize support processes and customer experience. 
• Foster innovation by encouraging process improvements and new technologies. 
• Invest in talent development, ensuring team members have growth opportunities and the right skills. 
• Lead with a customer-first mindset, inspiring teams to deliver exceptional service. 
• Partner with cross-functional teams (Product, Content, Sales, etc.) to align support operations with business objectives. 
• Serve as the voice of the customer, sharing insights on customer pain points, trends, and opportunities for product or service improvement. 
• Influence policy and process changes that enhance both customer and agent experiences. 
• Drive customer support’s strategic alignment with company-wide initiatives. 
• Advocate for necessary investments in tools, training, and resources to improve support capabilities. 
• Monitor and analyze Key Performance Indicators (KPIs) such as MTTR, NPS, escalation rates, and agent productivity. 
• Identify operational gaps and trends to proactively address inefficiencies and improve customer experience. 
• Drive adherence to Service Level Agreements (SLAs) and other operational targets to maintain service quality. 
• Develop and implement action plans to address performance challenges and continuously improve operations. 
• Ensure proper resource allocation for peak times and forecast staffing needs to prevent service disruptions. 
• Leverage automation and AI-driven tools to improve case management and operational efficiency. 

Qualifications 

Experience 

5+ years combined experience with some of the following: Analytics workflows, customer support operations, service management, customer success. Experience as a People Leader, with proven record of attracting, developing, and retaining talent. 

Skills & Behaviors 

Advanced capabilities: 

Ability to deal with ambiguity handles unexpected and non-routine situations or difficult challenges and an effective and timely manner without any impediments. 

Creating purpose sets a direction and vision for others and aligns others to broader goals and organizational objectives creates a sense of shared purpose. 

Obstacle anticipation: navigates bureaucracy with finesse preparing the team to overcome common obstacles in large customer or