Director, Data and Analytics - Call Center

Purpose of Job

We are currently seeking talented Director, Data & Analytics - Call Center for our San Antonio, TX facility.

The director will build and lead a team of business operations analysts with the highest standards for skills and performance utilizing diverse channels for sourcing and recruiting with an emphasis on junior level talent. Establishing credibility through high value outcomes and strong relationships with operations leadership and other support groups is critical to the role. Outcomes should derive from proactively identifying insights for improved efficiency and effectiveness, determining associated cost and benefits, effectively influencing operations for adoption, and partnering to ensure strong execution. The director must have a strategic view, looking to optimize performance across the entire contact center ‘eco-system’. Additionally, effective communication skills to relate concepts and strategy recommendations across diverse audiences are essential.

Responsible for leading a team who compiles, analyzes and interprets data to make strategic and tactical recommendations to business managers. Applies descriptive statistical data to business operations and presents recommendations to senior management in a meaningful format. Participates in projects requiring reporting of key metrics. May partner with technology group to define business requirements, perform user acceptance testing and implement changes. Consults with the business client to understand, define and provide information to inform the problem and recommend solutions. Provides subject matter expertise on all matters of business analytical or operational data needs. Works closely with enterprise and business process owners to integrate data analytics into business processes to improve business performance.

Job Requirements

  • Partners with the business and Information Technology to identify future needs within data reporting, analytics and complex projects this includes retirement of reports and promotion of self service capabilities.
  • A strategic partner and subject matter expert in consulting and advising business partners on ad hoc or undefined matters related to business analytics and decision support solutions.
  • Identifies and pursues opportunities to utilize advanced data delivery and business solutions techniques to optimize their contribution to resolving business issues.
  • Interacts across key enterprise stakeholders to deliver and increase efficiency and effectiveness of the reporting needs.
  • Ensures teams maintain understanding of business processes, supporting data and applications and strategic direction.
  • Directs quality work efforts, team assignments and problem resolution.
  • Provides consulting to define the problem, provides insights into what happened and when, and suggests alternative performance metrics.
  • Fosters proactive communication between business/enterprise processes and analytics team to improve delivery, value and integration of analytics into business/enterprise processes.

Minimum Requirements

  • Bachelor's degree in a Business or Science discipline required; or 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
  • 8 or more years of progressive related experience required.
  • 3 or more years of direct team lead or management experience required.
  • Subject-matter-expert understanding of the function/discipline and demonstrated application of knowledge, skills and abilities towards work products required.
  • Subject-matter-expert level of business acumen in the areas of the business operations, industry practices and emerging trends required.


  • Advanced degree (either MBA or technical, e.g. engineering, applied mathematics, statistics, etc.)
  • 7 or more years call center experience
  • 2 or more Strategic consulting experience
  • 5 or more years of team management experience

***Selected candidates will attend and complete the Management Development School program in San Antonio, TX, during their first six months in position.***

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

USAA also offers a variety of on-site services and conveniences to help you manage your work and personal life, including seven cafeterias, two company stores and three fitness centers.

Relocation assistance is available for this position.