Director, Expert Network Planning and Analytics

What you'll do

• Own the end-to-end planning and workforce operations for a global network of 40,000+ experts.
• Develop and oversee AI-native forecasting, causal inference, and constrained optimization models for autonomous scheduling.
• Personally review and sign off on model specifications, identification strategies, and evaluation designs for high-impact models.
• Manage the $1.5B service spend P&L by quantifying trade-offs between service levels, costs, and expert experience.
• Establish governance for autonomous decision-making by defining error rates and cost-of-failure thresholds for automated systems.
• Lead a global organization of 45+ data scientists and analysts across the U.S. and India.
• Build and scale a Workforce Management Center of Excellence to standardize data models and planning standards across segments.
• Ensure model production rigor through continuous monitoring, drift detection, versioning, and Responsible AI fairness reviews.

What we're looking for

• 12+ years of progressive experience in data science or advanced analytics teams.
• 6+ years of experience managing people managers of data professionals in a complex, scaled operating environment.
• Demonstrated ownership of enterprise-scale service operations involving $1B+ in spend and thousands of frontline experts.
• Hands-on experience with hierarchical forecasting, Erlang capacity models, constrained optimization, and survival modeling.
• Experience running models as production systems with continuous monitoring, drift detection, versioning, and rollback planning.
• Experience applying Responsible AI practices, including fairness and adverse-impact reviews for work allocation models.
• Fluency with SQL, Python/R, Databricks, Git, and agentic tooling.
• Bachelor’s degree in a quantitative, analytical, or technical discipline required; advanced degree (PhD, quantitative Master’s, or MBA) preferred.