Strategic Operations Manager - Customer Insights & Analytics

Details

This critical leadership role will establish a robust program management and operational excellence discipline for the Customer Insights & Analytics (CIA) organization. The role provides governance and oversight of strategic initiatives, ensuring commitments are met through disciplined program delivery frameworks. Rather than managing day-to-day project execution, it focuses on driving transparency, accountability, and measurable progress toward transformation goals such as Product Thinking and Proactive Analytics.

Responsibilities

Strategic Planning and Portfolio Management

• Serve as a strategic advisor to executive leadership, supporting decision-making and long-term planning.
• Consolidate organizational work into a comprehensive portfolio view covering priorities, dependencies, and ownership.
• Drive cross-functional alignment by identifying and engaging dependent teams and groups.
• Ensure planning includes defined milestones, dependencies, and resource alignment.
• Ensure Analyst and Data Scientist owners define clear initiative scopes, top-line roadmaps, milestones, and measurable outcomes aligned with business objectives.
• Validate initiative alignment with organizational goals and ensure accountable leaders provide inputs for budget, resource planning, and reporting.

Program Governance and Accountability

• Establish and manage multiple steering committee structures, including agendas, standard materials, and decision tracking.
• Enforce adherence to program and project delivery frameworks, including Bloomberg standards and controls policies.
• Hold Analysts and Data Scientists accountable for execution, milestone delivery, and proactive risk and issue management.
• Ensure accountable leaders provide timely and accurate reporting of program status, KPIs, and OKRs.
• Escalate accountability gaps, delays, and risks to executive leadership with recommended corrective actions.
• Provide strategic oversight to ensure programs deliver expected outcomes without assuming responsibility for day-to-day task management.

Stakeholder Management, Reporting, and Change Management

• Ensure Analysts, Data Scientists, and technology leaders consistently communicate program status, risks, and mitigation plans to stakeholders.
• Drive accountability in stakeholder engagement, alignment, and timely resolution of issues and concerns.
• Curate and deliver executive-ready presentations, reports, and updates that reflect inputs from accountable program leads.
• Maintain executive visibility into program health and highlight areas where commitments are at risk.

Requirements

• Bachelor's or Master's degree in Business Administration, Engineering, Computer Science, or a related field, or equivalent practical experience.
• 10+ years of experience managing large-scale program management, strategic planning, and operational execution.
• Demonstrated ability to establish and manage governance structures, including steering committees.
• Experience and passion for running operational meetings covering prioritization, status, and roadmapping.
• Experience monitoring progress, identifying roadblocks, and maintaining operational health.
• Ability to build compelling data-driven presentations, including PowerPoint decks, operational reports, and standardized documentation.
• Strong change management skills, with the ability to influence internal teams and stakeholders, inspire action, and hold owners accountable.
• Strong curiosity, problem-solving skills, and analytical capabilities.
• Experience leading the development and delivery of digital products, data products, and/or analytical solutions.
• Experience implementing or optimizing portfolio management tools such as Jira Portfolio/Advanced Roadmaps, Airtable, or similar enterprise solutions.
• Strong working knowledge of modern data platforms, data pipelines, and business intelligence tools such as Tableau, Qlik, or similar technologies.

Benefits

Benefits may include merit increases, incentive compensation for exempt roles, paid holidays, paid time off, medical, dental, vision, short- and long-term disability benefits, 401(k) matching, life insurance, and wellness programs.