Director, Operations Analytics & Infrastructure

Your Role In Our Mission  The Director of Operations Analytics & Infrastructure leads three core functions in Ops: Analytics, Data Science, and Systems Infrastructure. Leading a total team of 24 across 4 direct reports in Phoenix, San Francisco, and remote locations, you will leverage data analytics, AI, and automation to drive business efficiency. Reporting to the VP of Operations, you will oversee core software infrastructure (Zendesk, LiveVox, NICE CXone) while ensuring system reliability, data governance, and regulatory compliance. How you’ll make an impact • Lead Analytics & Optimization: Manage analysts using querying, data modeling, and business intelligence to track performance and find practical efficiency gains across operational teams. • Drive Data Science & AI Initiatives: Manage a dedicated Data Scientist in leveraging AI, machine learning, and predictive modeling to automate manual workflows, surface deep operational insights, and unlock business growth opportunities. • Architect Core Infrastructure & Manage Vendors: Oversee software platforms (Zendesk, LiveVox, NICE CXone), systems architecture, routing logic, dialer strategy, and IVR workflows. Direct vendor contract negotiations and renewals to ensure platform uptime, agent support, and risk reduction. • Partner Cross-Functionally: Work directly with Credit Risk, Verification & Fraud Strategy, and Product & Engineering to identify new growth opportunities and execute operational improvements, policy changes, and system integrations. Own the Full Project Lifecycle: Drive initiatives from initial problem statement and hypothesis through data analysis, live testing, and full rollout, collaborating closely with internal partners as needed. • Set Metrics, Governance & Compliance: Evaluate existing operational KPIs for relevance and accuracy, define new metrics, establish data governance standards, and maintain strict regulatory compliance (including TCPA dialer compliance). • Support Front-Line Agents: Make operational choices that account for front-line workflow realities—reducing software friction, automating manual admin work, and optimizing dialer routing to benefit both staff and customers. • Lead & Execute: Demonstrate strong executive presence by mentoring a 24-person distributed team, developing compelling business cases, and building and delivering presentations to executive leadership. Skills that will help you thrive • Education: Bachelor’s degree in Business, Analytics, Computer Science, Data Science, or a related field required; Master’s degree a plus . • Experience & Leadership: 10+ years of professional experience in business operations, product management, BI/analytics, data science, or consulting, including 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, guide models, and set data governance standards (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 (e.g., Zendesk, LiveVox, NICE CXone). • Executive Leadership: Proven history of making clear decisions in ambiguous environments and delivering complex projects within compliant, regulated operations. Interview Process Our interview process is designed to be transparent, respectful, and positive. Here's what to expect: • Recruiter Call: A brief screening to discuss your experience and initial questions. • Department Interview: Deeper dive into technical skills and project alignment with the Hiring Manager or team member. • Team/Virtual Interview: Meet team members for collaborative discussions, problem-solving, or technical exercises. Final Round: Discussion with a department head/executive. Your roadmap to success 30-Day Plan: Integration & Baseline Audit • Team & Workload Assessment: Conduct 1:1s with direct reports and map current projects, support tickets, and team bandwidth across the 24-person team. • Systems & Compliance Audit: Review LiveVox dialer strategies, NICE CXone routing logic, Zendesk ticketing workflows, and TCPA compliance to identify immediate workflow delays. 60-Day Plan: Operational Review & Prioritization • KPI Assessment: Evaluate operational metrics across Sales, Support, Fraud, and Complaints, and present recommendations to update or replace current KPIs. • AI & Vendor Backlog: Build a prioritized list of AI automation projects with the Data Scientist and review vendor contracts ahead of renewal dates. 90-Day Plan: Strategic Execution & Pilot Launch • Strategic Roadmap & Budget: Deliver the annual team strategy, including headcount planning, capacity forecasts, and standardized data governance procedures. • Pilot Launch: Deploy a process automation or dialer/IVR routing pilot and present initial time and cost savings. #LI-AR1     About Our Operations Team   Rooted in our values, Prosper’s Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper?    About Us Prosper introduced U.S. consumers to an innovative approach to personal finance as the first peer-to-peer lending platform in the country. Since 2005, Prosper has helped over 2 million customers achieve financial well-being through a comprehensive suite of digital personal finance products.   Prosper’s flagship personal loan* marketplace continues to offer unique value for both borrowers and investors, while the Prosper® Card¹ provides essential access to credit and flexibility for those managing their financial journey. Guided by its mission to advance financial well-being, Prosper is dedicated to helping people thrive by meeting people where they are with simple, trusted, and affordable financial solutions. Learn more at www.prosper.com.   We’re on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that’s democratizing finance for all!     Our Values Diversity expands opportunities Collaboration creates better solutions Curiosity fuels our innovation Integrity defines all our relationships Excellence leads to longevity  Simplicity guides our user experience  Accountability at all levels drives results www.prosper.comOur Story & Team  //   Our Blog    Applicants have rights under Federal Employment Laws.Family & Medical Leave Act (FMLA)Equal Employment Opportunity (EEO)Employee Polygraph Protection Act (EPPA)    California applicants: please click here to view our California Consumer Privacy Act (“CCPA”) Notice for Applicants, which describes your rights under the CCPA.   Illinois applicants: please click here to view our Artificial Intelligence Notice for Applicants.   At Prosper, we're looking for people with passion, integrity, and a hunger to learn. We encourage you to apply even if your experience doesn't precisely match the job description. Your unique skill set and diverse perspective will stand out and set you apart from other candidates. Prosper thrives with people who think outside of the box and aren't afraid to challenge the status quo. We invite you to join us on our mission to advance financial well-being.Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship.   *All personal loans are made by WebBank. ¹The Prosper® Card is an unsecured credit card issued by Coastal Community Bank, Member FDIC, pursuant to license by Mastercard® International.