Director, Data Strategy and Systems Operations

Director, Data Strategy and Systems Operations

The Data Strategy & Systems Operations team is responsible for delivering high‑quality insights, predictive analytics, and systems optimization that drive exceptional performance for Liveops’ largest healthcare client. Acting as the bridge between data, technology, and business outcomes, our mission is to optimize processes, enhance the patient journey, and enable internal and client stakeholders to deliver exemplary experiences through analytical, operational, and technical execution.

The Purpose of Your Role

As the Director of Data Strategy & Systems Operations, you will serve as the single owner of all data strategy, analytics execution, predictive modeling, and contact‑center systems operations for Liveops’ largest client program. You will lead a multi‑disciplinary team of analysts, data scientists, and systems engineers to deliver insights, optimize Five9 and Virtual Observer environments, streamline operational workflows, and elevate the overall patient experience.

You will leverage your strategic and operational expertise to deliver friction‑free patient journeys, increase throughput and speed‑to‑delivery, develop or guide predictive analytics, and drive measurable improvements in both cost efficiency and patient satisfaction. In partnership with senior leadership, you will shape data‑driven strategies, implement best‑in‑class SOPs, and engage directly with client contacts to present findings and influence business performance.

The Qualifications We’re Looking For

• Bachelor’s Degree or equivalent experience required; Master’s preferred.
• 7+ years in data analytics, predictive analytics, systems operations, or related technical function, with at least 3+ years of leadership experience.
• Proven experience leading multi‑disciplinary technical teams (analytics, systems engineering, data science).
• Experience with predictive analytics highly preferred; including developing, guiding, or operationalizing predictive models related to patient behavior, operational efficiency, or contact‑center performance.
• Strong understanding of patient support programs, healthcare operations, or health insurance ecosystems (highly preferred).
• Hands‑on familiarity with Five9, Authenticx, Power BI, Salesforce, SQL, or related analytics and CX platforms.
• Experience with AI/IVA (Intelligent Virtual Agents), IVR workflow optimization, or CX automation technologies strongly preferred.
• Ability to translate complex technical concepts into business‑level insights for executives and clients.
• Strong analytical and problem‑solving skills with demonstrated ability to remove friction points and improve consumer journeys.
• Ability to thrive in a fast‑paced environment with shifting priorities and tight deadlines.

The Competencies You Bring

*Individual Impact and Influence *Conceptual Thinking *Customer Focus *Decision Making *Organizational Awareness *Management

The Value You Deliver

• Provide operational, strategic, and technical leadership for a team of Data Analysts, Systems Engineers, and two Data Scientists supporting Liveops’ largest healthcare client.
• Serve as the single owner of program‑level data strategy, predictive analytics, systems operations, and reporting integrity.
• Drive optimization initiatives within call center CX ecosystems, including routing, IVR workflows, IVA design, QM frameworks, reporting, and user provisioning.
• Build and implement SOPs for systems operations, enabling consistency, scalability, and quality across the program.
• Engage directly with client contacts to present insights, predictive models, optimization recommendations, business cases, and performance diagnostics.
• Develop and oversee processes to track and manage throughput for analytics and systems requests, increasing speed and predictability of delivery.
• Partner with analysts and data scientists to build or refine predictive models that identify patient behavior patterns, forecast demand, and drive proactive operational strategies.
• Lead efforts to uncover insights around patient behavior, identify friction points, and improve overall patient satisfaction.
• Provide data‑driven recommendations that reduce operating costs while improving patient and client outcomes.
• Partner closely with Client Results, Workforce Management, Quality, and Certification to ensure systems and data strategies directly support performance and business goals.
• Influence budget decisions by providing cost‑benefit analysis, tool recommendations, and value‑realization narratives.
• Ensure all system changes, data pipelines, and reporting environments meet accuracy, reliability, and compliance standards.

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

• Ability to sit or stand at a desk for extended periods while working on a computer.
• Availability for virtual meetings in a distraction‑free environment.
• Ability to work independently, balance multiple priorities, and meet deadlines.
• Lead and guide the Data Strategy & Systems Operations team to align with best practices, client needs, and strategic performance goals.
• Collaborate with stakeholders to meet reporting and systems requirements, oversee continuous improvement of data and systems environments, and ensure quality and accuracy.
• Ability to travel up to 15% per year.