Work Location: San Francisco, CA
Work Mode: Hybrid (3 days/week in office)
Salary Range: $130K/Yr - $160K/Yr Base + Annual Bonus
The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process
For more information on benefits and what we offer please visit us at US Careers and Benefits
We are seeking hands-on Operations analytics professional to lead the engagement with a focus on Workforce management (WFM). The individual will own capacity planning end to end, from building forecasts and staffing models to turning the results into clear recommendations for senior business and operations leaders. The candidate will also identify and drive operations analytics initiatives and act as primary point of contact between the business and offshore analytics team.
The role blends hands-on analytical depth with executive level communication. The candidate should be equally conformable, debugging a staffing model and presenting its implications to senior leaders.
Responsibilities- Capacity Planning and Workforce management
- Own capacity planning across lines of business: forecasting, workload and productivity assumptions, shrinkage, attrition, hiring and FTE requirements
- Build and maintain staffing models and what-if scenarios
- Track forecast accuracy and continuously improve methodology
- Align plans with WFM, finance, and operations leaders
- Operations Analytics Initiatives
- Lead initiatives in performance management, KPI frameworks, agent and channel performance, cost leakage and contact driver analysis
- Build dashboards and self-service reporting for data driven decisions
- Apply AI-enables approaches to improve analytics productivity, automation and insight generation
- Engagement and Team Leadership
- Support the offshore analytics team: scoping work, setting priorities, reviewing deliverables, and ensuring quality and on-time delivery
- Manage the engagement plan, status reporting, risks and issues, and governance
- Coach team members on analytical rigor, storytelling and business context
- Support the offshore analytics team: scoping work, setting priorities, reviewing deliverables, and ensuring quality and on-time delivery
- Stakeholder management & Communication
- Present analyses, risks and recommendations to senior leadership in a clear, decision-oriented way
- Turn complex outputs into business narratives, executive summaries, and presentations
- Manage priorities, timelines, and expectations across competing requests
- Act as a strategic advisor to business leaders, not just a reporting resource
Candidate Profile:
- 5+ years in operations analytics, WFM or capacity planning with 2+ years of leading engagements
- Advanced proficiency in SQL and at least one analytical programming language, such as Python or R.
- Experience building dashboards in Tableau
- Strong analytical and structured problem-solving skills.
- Strong written and verbal communication, stakeholder management, and consulting skills.
- Ability to independently identify opportunities, develop recommendations, and influence cross-functional stakeholders.
- Bachelor's degree in economics, mathematics, computer science, engineering, operations research, statistics, or a related quantitative field.
Preferred Qualifications:
- Hands-on experience with Claude Code or similar AI coding assistants
- Financial services, banking, or lending operations experience (collections, servicing, fraud, origination support)
Skills Required
- 5+ years of experience in operations analytics, workforce management, or capacity planning
- 2+ years of experience leading engagements
- Advanced proficiency in SQL
- Proficiency in at least one analytical programming language, such as Python or R
- Experience building dashboards in Tableau
- Strong analytical and structured problem-solving skills
- Strong written and verbal communication, stakeholder management, and consulting skills
- Ability to independently identify opportunities, develop recommendations, and influence cross-functional stakeholders
- Bachelor’s degree in economics, mathematics, computer science, engineering, operations research, statistics, or a related quantitative field
- Hands-on experience with Claude Code or similar AI coding assistants
- Financial services, banking, or lending operations experience, including collections, servicing, fraud, or origination support
EXL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EXL and has not been reviewed or approved by EXL.
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Healthcare Strength — Medical plan options include HSA, HRA, and PPO choices, with additional health-related programs such as disability coverage and an employee assistance program. Feedback suggests these options provide meaningful flexibility and coverage breadth for many roles.
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Leave & Time Off Breadth — Up to 20 days of paid time off, plus federal holidays and paid sick and safe time, are highlighted. Feedback suggests this leave structure is a notable benefit alongside core compensation.
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Retirement Support — A traditional and Roth 401(k) with up to a 3% company match and full vesting after one year is described. Feedback suggests this match and vesting timeline help bolster long-term savings.
EXL Insights
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
