Data Operations Team Lead

Role SummaryThe Data Operations Team Lead will lead and oversee the newly formed Data Operations Team. This role is responsible for ensuring operational excellence, managing team capacity to maintain 14-hour M-F coverage, and monitoring overall data quality. A key focus of this role is moving from reactive ticketing to proactive prevention by identifying systemic trends and promoting them to the CX Data Office Management for long-term resolution.
Key ResponsibilitiesTeam Leadership: Oversee, mentor, and manage a team of 4–6 Data Operations Analysts, including managing shift schedules to ensure seamless 14-hour coverage.Backlog Management: Proactively manage and prioritize the team's ticket backlog to minimize bottlenecks and optimize response times.Performance Reporting: Ability to pull, analyze, and deliver comprehensive reports to measure team and individual performance against key metrics.Quality Governance: Perform regular quality checks and continuously monitor data quality metrics across CX systems to ensure compliance with enterprise data standards (focusing on monitoring ticket trends versus broad analytic work).Trend Analysis & Escalation: Analyze ticketing data to identify systemic issue trends
Required Skills & Qualifications:Leadership & Organization: Highly organized with proven experience managing technical or data-focused operational teams under a contractor/vendor model.Data & Analytics: Should have a good understanding of data analytics and data-driven decision-making. Proficient in Tableau or Microsoft Power BI for creating robust, actionable operations and data quality reports.Spreadsheet Proficiency: Intermediate Excel or Google Sheets skills (e.g., VLOOKUP/XLOOKUP, Pivot Tables, data formatting) for ad-hoc analysis and reporting.Tool & Ticket Management: Strong workflow and reporting skills in ServiceNow and Jira (or similar tools). Broad ticket management and strong reporting capabilities are more important than expertise in a single tool.Communication & Soft Skills: Excellent English communication skills (written and spoken) with a strong sense of urgency to drive results. Ability to translate technical data issues into business impact for executive stakeholders.Problem-Solving: Strategic thinker who focuses on continuous improvement and root-cause eradication rather than just volume management.