Job Description:

General Summary

The Manager, Product & Operations Analytics leads the analytics teams supporting Product and Operations, encompassing product performance analytics, collections/delinquency management, and customer service/servicing functions. This role owns the day-to-day management, prioritization, and development of a team of analysts, ensuring analytical rigor and consistency across all three disciplines while partnering closely with Product, Operations, and Customer Solutions leadership to turn product, portfolio, and customer experience data into action. This is a people-leadership role: the Manager translates Center of Excellence strategy and standards into team execution, while developing direct reports and shaping how analytics work gets delivered across the team.

Principal Duties and Responsibilities

Team Leadership & People Management

• Manage and develop a team of analysts supporting product performance, collections/delinquency, and customer service/servicing analytics, including hiring, coaching, performance management, and career development.
• Set team priorities, allocate workload across competing requests, and ensure consistent analytical standards and methodology across both disciplines.
• Build a cohesive team culture that encourages knowledge-sharing and skill development across the product, collections, and servicing analytics functions.
• Act as the primary escalation point for the team on data, methodology, and prioritization questions.

Product Analytics Oversight

• Oversee analysis supporting product performance, adoption, and feature-level decision-making across lending products.
• Guide experimentation strategy (e.g., A/B and multivariate testing) for product and underwriting/funnel changes, ensuring sound test design and statistical rigor.
• Partner with Product leadership to translate roadmap priorities into analytics deliverables, balancing against collections and servicing demands.
• Ensure product-level performance reporting (conversion, application funnel, early-stage loan performance) is consistent, timely, and tied to business decisions.

Collections & Delinquency Analytics Oversight

• Oversee analysis of delinquency transition trends, roll rates, and collections strategy/segmentation performance to inform treatment decisions.
• Ensure rigorous monitoring of payment recovery and charge-off/save-rate performance across the collections lifecycle.
• Guide evaluation of collections vendors, scoring models, and treatment strategies in partnership with Operations leadership.
• Review and approve analysis supporting collections and credit policy change recommendations prior to leadership presentation.

Servicing & Customer Experience Analytics Oversight

• Oversee voice-of-customer analysis, including customer satisfaction survey design, administration, and interpretation across products.
• Guide root cause analysis on operational performance issues affecting customer experience and contact volume.
• Ensure servicing/CX analytics output is actionable and clearly tied to business and operational decisions.

Cross-Functional Leadership

• Partner with Product and Operations leadership to translate business priorities into analytical roadmaps spanning product, collections, and servicing.
• Represent the team in cross-functional planning, presenting analytical findings and recommendations to senior stakeholders.
• Identify opportunities to share tools, methodology, and best practices across the product, collections, and servicing analytics functions.
• Partner with the Analytics Center of Excellence lead to align team output with broader analytics governance and standards.
• Drive adoption of consistent reporting, data governance, and documentation practices across the team.

Experience and Education

• Bachelor's degree or six or more years of relevant work experience; advanced degree a plus.
• Prior people management experience required; experience leading analytics teams strongly preferred.
• Experience in consumer lending, product, servicing, or collections analytics strongly preferred.
• Hands-on SQL experience required; experience with modern cloud data platforms strongly preferred.
• Experience with business intelligence tools, A/B testing, and trend/cohort analysis strongly desired.
• Proven ability to lead teams and work across functional groups in a fast-paced, change-driven environment.
• Advanced skill level with Microsoft Excel, PowerPoint, Word, and SharePoint.
• Strong prioritization and program management skills, including managing multiple analytical workstreams and direct reports concurrently.

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