Operations Planning and Governance - Senior Manager - Operations Analytics and Enablement

Job Title: SrMgr - Operations Analytics and Enablement
Status: Exempt
Reports to: VP - Operations Planning Governance and Administration
Department: Operations Planning and Governance
Job Code: 12033
Pay Range: $146,900.00 - $160,000.00 Annually

WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of "people helping people." We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You lead the Data Solutions and Operation Transformation Teams by providing hands-on guidance, prioritization, and quality oversight to deliver accurate, timely and analytics and ServiceNow workflows that support Service Operations and improve member outcomes. You are a data-driven people leader who combines strong analytical expertise, data governance discipline, and technical fluency to translate complex business needs into clear insights, dashboards, and models that enable informed operational decisions. You partner cross-functionally with Service Operations, analytics, technology, and compliance leaders to align analytical execution with organizational strategy, proactively identify risks and improvement opportunities, and drive efficiency, transparency, and continuous improvement.

WHAT YOU'LL DO:

• Lead and oversee teams responsible for Data Solutions Analytics and ServiceNow workflow development
• Support staff delivering analytics, reporting, process optimization, automation, and operational transformation initiatives in support of Service Operations
• Translate departmental strategy and roadmap into prioritized, actionable deliverables, ensuring timely, high-quality execution across analytics, reporting, and enablement workstreams
• Partner with Service Operations and organizational leaders to understand business needs and translate them into clear analytical, reporting, and process improvement requirements
• Collaborate cross functionally with analytics, technology, compliance, operations, and transformation teams to align enterprise priorities and manage inter dependencies
• Develop and maintain relationships with senior leaders and stakeholders; organize, participate in, and lead proposal development and strategic discussions as needed
• Review, validate, and provide quality assurance for analytical outputs, dashboards, reports, data models, and efficiency solutions prior to delivery
• Develop and maintain operational metrics and dashboards, including productivity, quality, forecasting, efficiency, and performance indicators
• Utilize data analytics to identify trends, measure the impact of process improvements, and support data driven decision making
• Support executives, compliance, and operational leadership with timely, accurate, and high visibility analytical insights and reporting
• Provide regular progress, production, and performance reporting to leadership and governance forums
• Identify, lead, and execute opportunities for process improvement, automation, innovation, and workflow optimization across Service Operations
• Lead change management, business analysis, and process enablement efforts to support enterprise initiatives and adoption of new capabilities
• Monitor industry's best practices, emerging technologies, and external benchmarks to drive continuous improvement and innovation
• Ensure Operations Transformation team requirements are accurate and ServiceNow Workflow delivery time adherence
• Manage all aspects and phases for the ServiceNow workflow delivery life-cycle to ensure SLAs are met
• Influence, guide and train peers and colleagues on ServiceNow capabilities and limitations
• Monitor workload balance, capacity, and productivity to ensure effective utilization of analytics and enablement resources
• Support cost/benefit analyses, staffing forecasts, workload planning, budgeting, and financial decision making for operational initiatives
• Oversee business requirements development and support the finalization and governance of statements of work (SOWs) with vendors or internal development partners
• Reinforce and ensure adherence to Golden 1 data governance standards, documentation practices, internal controls, data ethics principles, and regulatory requirements
• Identify, escalate, and mitigate operational, data, capacity, or delivery risks, providing recommended solutions and corrective actions
• Lead engagement planning and budgeting; mobilize and manage teams to deliver initiatives within scope, timelines, and financial targets
• Coach, mentor, and develop managers and team members through performance management, staffing support, skill development, succession planning, and employee engagement initiatives
• Foster a positive, inclusive, and high-performance work environment aligned with Golden 1's mission, vision, and core values
• Contribute to the growth and development of Golden 1 products, services, and operational capabilities
• Perform other duties as assigned.

QUALIFICIATIONS AND PREFERENCES:

• Bachelor's Degree in Data Science, Statistics, Computer Science, Decision Sciences, Operations Research, Management Science, Digital Marketing, or directly relevant experience alongside applicable certifications preferred
• 8+ years of progressive experience in analytics, business intelligence, or operational enablement
• 5+ years of people leadership experience, including managing managers or senior professionals

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

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DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union's discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

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