Analytics & Insights Lead, ASO Operations

In this role, you will be the analytical backbone of ASO Operations — partnering directly with business leaders to understand performance challenges, define what success looks like, and translate those needs into data solutions that drive meaningful operational decisions. You will own the end-to-end development and implementation of KPIs and metrics frameworks that align global teams on a single source of truth, while building the scalable data infrastructure required to track, surface, and act on those metrics in real time. Your work connects business strategy to technical execution — every insight you deliver and every framework you build is in direct service of a clear, measurable business outcome. Lead the end-to-end definition, development, and governance of operational KPIs and performance metrics for ASO Operations — partnering with business stakeholders to understand priorities, document methodology, align global teams on consistent definitions, and build reporting infrastructure that delivers reliable, real-time visibility into business health and performance trends. Serve as the primary analytical partner to Operations, Workforce Planning, and senior leadership — translating business objectives, impacts, and operational challenges into clear analytical requirements and scalable data solutions, ensuring every technical implementation maps directly to a measurable business outcome that moves the organization forward. Conduct deep-dive quantitative analyses to surface performance trends, anomalies, root causes, and forecasting signals that impact operational KPIs — and deliver findings as clear, actionable narratives and self-serve dashboards for both technical and executive audiences to drive continuous improvement across ASO Operations. Define data requirements and partner with Data Engineering to develop and maintain the data models, reporting systems, and underlying infrastructure that serve as the single source of truth for ASO Operations performance — ensuring data is accurate, timely, and structured to support both day-to-day operational visibility and strategic, long-range decision-making. Build and nurture trusted working relationships across a highly-matrixed organization — proactively engaging cross-functional partners in Operations, Finance, Commercial and Programs teams to align on analytical priorities, surface emerging business needs, and ensure data solutions reflect the full complexity of the business. Champion data quality, consistency, and self-serve enablement across the analytics ecosystem — developing data dictionaries, metric glossaries, and governance standards that empower business partners to access, understand, and trust data independently, reducing dependency on ad-hoc requests and fostering a culture of data-driven decision-making. Bachelor's degree in Analytics, Business Intelligence, Statistics, Computer Science, or a related field — or 6+ years of equivalent professional experience in analytics, business intelligence, or a strategy & analytics role with demonstrated impact. Proven experience defining, developing, and implementing KPIs or operational metrics frameworks — including aligning cross-functional stakeholders on definitions, documenting calculation methodology, and maintaining data consistency across teams and over time. Demonstrated ability to engage directly with business stakeholders, understand operational needs and business impacts, and translate those needs into precise analytical requirements, data models, and reporting solutions that enable data-driven decision-making at all levels of the organization. Advanced SQL proficiency and experience with Python or equivalent scripting for data analysis and manipulation — paired with the ability to translate complex findings into clear, actionable insights for both technical and non-technical audiences, including senior leadership. Proven ability to take initiative, build trust, and develop strong working relationships with cross-functional teams and business partners — comfortable influencing decisions, navigating a highly-matrixed organization, and driving alignment across competing priorities without direct authority. Demonstrated ability to approach ambiguous, complex business problems with curiosity and structured problem-solving — translating undefined challenges into clear analytical frameworks and actionable recommendations while remaining calm and adaptable under pressure. Strong business acumen with the ability to quickly understand operational workflows, workforce dynamics, and financial drivers — and translate that context into clear performance narratives for senior leadership, including root cause analysis, trend interpretation, scenario modeling, and forward-looking recommendations tied directly to operational KPIs and business goals. Familiarity with KPI and performance management frameworks such as OKRs or operational scorecards, with hands-on experience building the data infrastructure required to track, report, and iterate against them in a consistent and scalable way. Familiarity with data engineering concepts and cloud-based data warehousing platforms such as Snowflake, paired with experience incorporating AI tools and techniques into analytics workflows — including AI-assisted platforms for insight generation, anomaly detection, forecasting, or natural language querying — and a curiosity for how emerging AI capabilities can accelerate data-driven decision-making across operations. Background in workforce analytics, digital operations, or retail operations analytics — with an understanding of how staffing, volume, efficiency, and customer experience metrics interconnect to drive business performance. Extraordinary organizational skills and the ability to manage multiple high-priority deliverables simultaneously — comfortable maintaining quality and clarity of communication even as priorities shift in a dynamic, fast-paced environment. Proficiency with data visualization and BI tools such as Tableau, Looker, or equivalent platforms, with experience designing self-serve dashboards and automated reporting solutions tailored to both operational and executive audiences — and a genuine interest in fostering a collaborative, curious team culture where data access is democratized across the organization.

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