The Operations Supervisor leads a team responsible for closely analyzing, identifying, and sharing key insights and recommendations regarding human behavior and experience performance indicators. The Operations Supervisor develops and supports their team of analysts and specialists through thought leadership, skill mentoring, modeling a growth mindset and coaching. Operations Supervisor will bring forward opportunities for action based on team findings to the Customer Experience Management teams in a constant effort to achieve strategic objectives. The Operations Supervisor will also collaborate with other strategic divisions leadership teams and stakeholders from across the organization to share data, insights with the objective to align action, change and complex solutions with our customer intimacy strategic direction.

Duties & Responsibilities:

• Lead and mentor, setting clear goals and expectations and providing clear, regular performance feedback (positive and constructive) to direct reports.
• Responsible for onboarding and evaluation of team members. Ensures adherence to company policies and procedures and provides input for consideration on hiring, firing and salary adjustment decisions to the division manager.
• Provide support, guidance, and training to team members in terms of project workloads, productivity, issue resolution, best practices, individual growth and development, and job performance.
• Provide insight in the annual planning process, evaluating team priorities and capacity.
• Regularly document performance feedback and other personnel matters.
• Shape the activities for the team to ensure strategic alignment with organizational objectives.
• Set and approve employee’s work schedule.
• Monitor KPI’s for emerging trends.
• Create effective project plans to support achievement of business unit success metrics with support from management.
• Identify market trends and emerging human behaviors for further and future review, research, and analysis performed by the team.
• Manage the transformation of raw data into business insights. Review and present on the current and future state of the NYCM customer as well as the market.
• Review and approve data, policies & report requests, drafts, and outcomes.
• Review and challenge conclusions from complex data sets and analyses from the team in service to our organizational strategy.
• Ensure accurate data collection, processing, and analysis of the data which directly influences key strategic decisions regarding corporate initiatives, corporate bonus, industry benchmarking, and is sent directly to the executive leadership team.
• Develop and implement quality controls and standards divisionally as well as cross divisionally with support from the Customer Experience Management Team to ensure consistency.
• Develop and monitor divisional training practices and procedures.
• Approve project roadmap justification for the CX Team as well as divisional partners with support from management.
• Other duties as assigned.

Requirements:

• High school diploma and Business experience equivalent to a bachelor’s degree in a related data analytics field, economics, or mathematics – or equivalent experience in the role.

Skills & Qualifications:

• Proficient computer skills including Microsoft Access, Excel, Word, Visio and Power Point.
• Strong to Expert SQL skills with the ability to train others.
• Understanding of and experience using analytical concepts and statistical techniques, analyzing data, drawing conclusions, and developing actions plans with the ability to coach and train others.
• Ability to work with large amounts of data and with a variety of systems, recognize relationships in various data sets to drawn sound conclusions and insights.
• Strong leadership and business acumen.
• Strong problem solving, quantitative, analytical, and critical thinking skills with a keen attention to detail.
• Strong and effective time management skills with the ability to plan and manage numerous processes, people, and projects simultaneously.
• Excellent oral, active listening, and written communication skills.

Payband 5 / 40 hour work week/ Hybrid

Salary Range: $44,926-$80,865

Accepting applications until: 6/12/24

Behaviors

• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Functional Expert: Considered a thought leader on a subject
• Thought Provoking: Capable of making others think deeply on a subject
• Team Player: Works well as a member of a group
• Loyal: Shows firm and constant support to a cause
• Leader: Inspires teammates to follow them
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Enthusiastic: Shows intense and eager enjoyment and interest
• Dedicated: Devoted to a task or purpose with loyalty or integrity