Manager, Direct Operational Analytics KPI Team

As the leader of the Direct Operational Analytics KPI team within USRM Insights & Solutions, you will play a critical role in helping leadership understand the operational and financial health of the Direct channel. This team owns financial new business planning, monthly reporting, and performance analysis across the call center and digital funnels, with a focus on identifying what is changing, why it is changing, and where action may be needed.

You will lead a team of analysts responsible for forecasting, KPI monitoring, driver analysis, monthly operating reporting, and ad hoc analytics that inform decisions for a ~$4B channel. This role requires a strong analytical leader who can connect insights across operational and financial results, synthesize complex data into a clear story, and help the team continue to elevate its impact with business partners and senior leaders.

The successful candidate will be highly analytical, intellectually curious, and comfortable working with ambiguity. They will bring strong people leadership skills, with the ability to support analyst development, foster collaboration, and help the team deliver actionable insights that influence business outcomes. This leader will also partner closely with Finance, ODR, data teams, and adjacent analytics teams to ensure consistent interpretation, communication, and actionability of Direct channel results.

This role may have in-office requirements depending on candidate location.

**This is a ranged posting for an Assistant Director (G17) or a Director (G18) level role. Level offered will be based on candidate skills and experience at manager discretion.**

Responsibilities:

• Own the holistic performance story for the Direct channel, connecting KPI trends, forecast variances, financial outcomes, and operational drivers into clear, actionable insights for leadership.
• Lead Direct new business planning and forecasting, including assumption development, trend analysis, driver identification, and communication of key risks and opportunities.
• Oversee monthly operating reporting and ongoing performance monitoring, ensuring results are accurate, well-understood, and framed around business implications and potential actions.
• Identify and prioritize ad hoc analyses that explain performance, uncover opportunities, and guide leadership decisions.
• Partner with Finance, data teams, and adjacent analytics teams to align on reporting, definitions, performance narratives, and opportunities to improve analytical efficiency through automation and AI-enabled capabilities.
• Define and advance an AI- and automation-focused roadmap to improve analytical efficiency, standard reporting, and insight generation.