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Prosper Marketplace, a leading fintech company and the first peer-to-peer lending platform in the US, is seeking a Director of Operations Analytics & Infrastructure to lead three core operational functions: Analytics, Data Science, and Systems Infrastructure.
You will manage a distributed team of 24 people across 4 direct reports located in Phoenix, San Francisco, and remote locations, reporting directly to the VP of Operations. Your mission is to leverage data analytics, AI, and automation to drive business efficiency while ensuring system reliability, data governance, and regulatory compliance.
Key Responsibilities:
• Lead Analytics & Optimization: Manage a team of analysts using SQL querying, data modeling, and business intelligence tools to track performance metrics and identify practical efficiency gains across operational teams.
• Drive Data Science & AI Initiatives: Oversee a dedicated Data Scientist in developing AI, machine learning, and predictive modeling solutions to automate manual workflows, surface operational insights, and unlock growth opportunities.
• Architect Core Infrastructure & Manage Vendors: Own software platforms including Zendesk, LiveVox, and NICE CXone. Direct systems architecture, routing logic, dialer strategy, and IVR workflows. Negotiate and manage vendor contracts and renewals to ensure platform uptime, agent support, and risk mitigation.
• Partner Cross-Functionally: Collaborate with Credit Risk, Verification & Fraud Strategy, and Product & Engineering teams to identify growth opportunities and execute operational improvements, policy changes, and system integrations.
• Own Full Project Lifecycle: Drive initiatives from problem statement and hypothesis through data analysis, live testing, and full rollout, working closely with internal partners.
• Set Metrics, Governance & Compliance: Evaluate and update operational KPIs, establish data governance standards, and maintain strict regulatory compliance including TCPA dialer compliance.
• Support Front-Line Operations: Make operational decisions that reduce software friction, automate manual work, and optimize dialer routing to benefit both staff and customers.
• Lead & Execute: Demonstrate executive presence by mentoring your distributed team, developing compelling business cases, and delivering presentations to executive leadership.
Your 90-Day Roadmap:
30 Days: Conduct team assessments, map current projects and bandwidth, audit systems and TCPA compliance, identify workflow delays.
60 Days: Evaluate operational KPIs across Sales, Support, Fraud, and Complaints; build prioritized AI automation project list; review vendor contracts.
90 Days: Deliver annual team strategy with headcount planning and capacity forecasts; launch a process automation or dialer/IVR routing pilot with measurable time and cost savings.
Requirements:
• Education: Bachelor's degree in Business, Analytics, Computer Science, Data Science, or related field required; Master's degree preferred.
• Experience & Leadership: 10+ years of professional experience in business operations, product management, BI/analytics, data science, or consulting, with 5+ years in a leadership role managing distributed teams (in-office, hybrid, and remote).
• Planning & Budgeting: Direct experience leading annual budgeting processes, headcount planning, and operational capacity forecasting.
• Technical & Governance Expertise: Working knowledge of SQL, Python/R, BI tools (Looker, Tableau, Mode), and AI/machine learning concepts to evaluate team architecture and guide models. Hands-on coding is not required.
• Systems Architecture & Compliance: Deep experience with contact center platforms, systems architecture, routing logic, dialer strategy, TCPA compliance, IVR workflows, and vendor management (Zendesk, LiveVox, NICE CXone).
• Executive Leadership: Proven ability to make clear decisions in ambiguous environments and deliver complex projects within compliant, regulated operations.
