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.Capacity & SLA Tracking: Monitor team capacity, track incoming ticket volumes, and ensure the team meets or exceeds established performance SLAs.Trend Analysis & Escalation: Analyze ticketing data to identify systemic issue trendsData Quality Governance: Continuous monitoring of data quality metrics across CX systems to ensure compliance with enterprise data standards. (monitoring ticket trends vs broad analytic works)Required Skills & QualificationsLeadership & Organization: Highly organized with proven experience managing technical or data-focused operational teams under a contractor/vendor model.Analytics & Reporting: Proficient in Tableau for creating robust, actionable operations and data quality reports. – Microsoft BI is sufficient – Nice to have (removed)Tool Expertise: Basic Operational Undestanding of Reporting with ServiceNow and Jira for workflow, incident, and ticket management. – Ticket management more important than the single tool (strong reporting skills)Communication: Excellent English communication skills (written and spoken), with the 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.