Sr Operations Analytics Manager

Summary

Sr Operations Analytics Manager

Happen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.

About the Role

Our Contact Center Analytics team turns high-volume operational data into decisions that improve the Member Experience. As a Sr Operations Analytics Manager, you'll own analysis of the KPIs that keep the contact center running well — handle time, adherence, occupancy, service level — and turn what you find into recommendations operational leaders can act on. You'll manage a flexible portfolio of work, moving between quick-turn requests and deeper strategic analysis while staying closely connected to the business partners and stakeholders who depend on your insight.

What You'll Do

• Analyze contact center KPIs — volume, handle time, adherence, occupancy, service level — to spot trends, diagnose root causes, and flag issues before they affect members
• Build and maintain dashboards and reporting in tools like Tableau or Power BI that give operational leaders a clear, real-time view of performance
• Partner with internal business partners and external stakeholders to scope analytical questions, align on priorities, and drive decisions without direct authority
• Manage a flexible, high-volume portfolio of analytical work, reprioritizing as the business shifts without losing sight of what matters most for members
• Use AI tools where they speed up analysis or sharpen output, while staying rigorous about data quality and knowing where human judgment still leads
• Present findings through clear, well-supported data stories that turn analysis into action, not just information

About You

• 3-5 years of experience in analytics, business intelligence, or operations analytics, with a bachelor's degree or higher, or equivalent combination of education and work experience
• Strong hands-on skills with SQL, Python, SAS, R, Tableau, or Power BI, with the ability to compile, analyze, and summarize large volumes of raw data into insight people can use — experience with database structures, schemas, and data pipelines is a plus, and so is exposure to underwriting productivity metrics like throughput and turnaround time
• Proven ability to lead complex analytical projects independently, from scoping through recommendation and implementation, influencing stakeholders and driving decisions without direct authority
• Comfortable owning a fast-paced, constantly evolving portfolio of work with limited oversight — solving problems and managing multiple priorities on your own
• Skilled at data storytelling, with the ability to communicate complex analysis clearly and build effective relationships with operational leaders and external stakeholders — financial services experience, including personal loan or credit card portfolios, is a plus
• Hands-on experience using AI tools to accelerate your work and improve output quality — equally comfortable using them yourself and showing others how, and thoughtful about where they help contact center operations like routing, resolution, and forecasting versus where human judgment and compliance still lead

Work Location Lehi, Utah OR San Francisco, CA The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role's team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role's success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level.

Time Zone Requirements Local hours (MT, PT) While the position will primarily work local hours, Happen Bank is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary.

Travel Requirements As needed travel to Happen Bank offices and/or other locations, as needed.

Compensation The target base salary range for this position is 105,000-160,000. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank's Total Rewards package. You may also be eligible for long-term awards (equity) and an annual bonus (which is based on company performance, employee performance and eligible earnings).

Happen Bank is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.

Job Description

Sr Operations Analytics Manager

Happen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.

About the Role

Our Contact Center Analytics team turns high-volume operational data into decisions that improve the Member Experience. As a Sr Operations Analytics Manager, you'll own analysis of the KPIs that keep the contact center running well — handle time, adherence, occupancy, service level — and turn what you find into recommendations operational leaders can act on. You'll manage a flexible portfolio of work, moving between quick-turn requests and deeper strategic analysis while staying closely connected to the business partners and stakeholders who depend on your insight.

What You'll Do

• Analyze contact center KPIs — volume, handle time, adherence, occupancy, service level — to spot trends, diagnose root causes, and flag issues before they affect members
• Build and maintain dashboards and reporting in tools like Tableau or Power BI that give operational leaders a clear, real-time view of performance
• Partner with internal business partners and external stakeholders to scope analytical questions, align on priorities, and drive decisions without direct authority
• Manage a flexible, high-volume portfolio of analytical work, reprioritizing as the business shifts without losing sight of what matters most for members
• Use AI tools where they speed up analysis or sharpen output, while staying rigorous about data quality and knowing where human judgment still leads
• Present findings through clear, well-supported data stories that turn analysis into action, not just information

About You

• 3-5 years of experience in analytics, business intelligence, or operations analytics, with a bachelor's degree or higher, or equivalent combination of education and work experience
• Strong hands-on skills with SQL, Python, SAS, R, Tableau, or Power BI, with the ability to compile, analyze, and summarize large volumes of raw data into insight people can use — experience with database structures, schemas, and data pipelines is a plus, and so is exposure to underwriting productivity metrics like throughput and turnaround time
• Proven ability to lead complex analytical projects independently, from scoping through recommendation and implementation, influencing stakeholders and driving decisions without direct authority
• Comfortable owning a fast-paced, constantly evolving portfolio of work with limited oversight — solving problems and managing multiple priorities on your own
• Skilled at data storytelling, with the ability to communicate complex analysis clearly and build effective relationships with operational leaders and external stakeholders — financial services experience, including personal loan or credit card portfolios, is a plus
• Hands-on experience using AI tools to accelerate your work and improve output quality — equally comfortable using them yourself and showing others how, and thoughtful about where they help contact center operations like routing, resolution, and forecasting versus where human judgment and compliance still lead

Work Location Lehi, Utah OR San Francisco, CA The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role's team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role's success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level.

Time Zone Requirements Local hours (MT, PT) While the position will primarily work local hours, Happen Bank is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary.

Travel Requirements As needed travel to Happen Bank offices and/or other locations, as needed.

Compensation The target base salary range for this position is 105,000-160,000. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank's Total Rewards package. You may also be eligible for long-term awards (equity) and an annual bonus (which is based on company performance, employee performance and eligible earnings).

Happen Bank is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.