POSITION SUMMARY

As a Sr. Manager of Collections Analytics, you will work on analytics, strategy and new capability build for Collections operations and contact centers. You will partner closely with cross functional teams to transform Oportun’s customer engagement capabilities leveraging technology, automation, and analytics. You will help improve customer engagement and resolution rates across multiple channels by leveraging models and analytics to determine optimal servicing strategies across numerous channels (call, two-way SMS, chat) and products (loans & credit cards). This is a highly visible role that will help ensure Oportun continues to meet its credit loss and servicing cost targets, while delivering an excellent customer experience. This is a leadership role; you will work with a team of highly skilled analysts and also help to recruit talent to grow the team over time.

ROLE DESCRIPTION

• Develop automated reporting for Collections & Customer operations
• Set up new controls and help to automate existing control processes
• Support with database and new infrastructure and platform migration for the team
• Optimize contact center goals, incentives, and processes in order to increase customer engagement and operational efficiency, while mitigating credit losses
• Work with business partners to design and analyze champion/challenger tests
• Develop a root-cause analysis framework to identify & address reasons for customer calls, driving reduced call center volumes
• Support capacity planning and staffing forecasts for a rapidly growing Collections and Customer team spread across multiple contact centers
• Cultivate relationships with Business Leaders across the organization (Inhouse & Outsourced) to gain a broad understanding of data needs – and advise, influence, and win support for strategic data initiatives
• Gain deep understanding of the collections portfolio and conduct insights driven analytics to identify areas of improvement
• Partner with Operations team to proactively solve problems
• Partner with engineering team to build new system enhancements
• Mentor, lead, motivate and care for members of your analytics team

REQUIRED QUALIFICATIONS

• Bachelor’s Degree in Engineering, Mathematics, Statistics, Economics, Finance, or other analytical discipline. Master’s degree preferred.
• 6+ years of experience in an analytical role in operations and contact centers (financial services preferred); 2+ years of experience managing a team of analysts
• Advanced SQL skills, experienced with reporting automation tools, and familiar with Python, R, C++, or other tools to analyze large datasets.
• Advanced Microsoft Excel and PowerPoint skills
• Exceptional problem solving and analytical skills with the ability to maintain the highest standard of integrity, accuracy, and precision
• Excellent written and oral communication skills (English and Spanish)
• Experience managing projects across multiple departments, including the ability to plan, organize and execute the operational aspects of a strategy change
• Strong interpersonal and relationship building skills needed to manage partnerships with internal teams and external vendors

PREFERRED/NICE-TO-HAVE SKILLS/EXPERIENCE

• Master’s Degree in Engineering, Mathematics, Statistics, Economics, Finance, or other analytical discipline.