Operations Analytics & Insights Tech Lead

About the Role

Join a leading professional network dedicated to creating economic opportunities worldwide by enhancing global workforce connections, skill-building, and insightful experiences. Our culture emphasizes trust, inclusivity, care, and enjoyment, encouraging every employee's success. We invite you to help redefine how work gets done globally.

This position operates in a hybrid setup, blending remote and onsite work tailored to team and business needs at our Bengaluru facility.

Role Overview

The Strategy, Planning & Operations team plays a vital part in shaping the future of our Member & Customer Support functions by addressing complex cross-team challenges and driving exceptional customer experiences. We seek a Tech Lead for Operations Analytics & Insights who will steward in-depth analytics and performance metrics across global support and product operations. This role involves managing complex projects end-to-end—from experimental AI initiatives to deploying scalable automated solutions.

Key Responsibilities

• Create scalable data products and AI/ML models leveraging modern AI techniques to resolve business challenges within the Global Support division.
• Collaborate with upstream technical teams to transition models from prototype stages to reliable production-level systems that deliver measurable business benefits.
• Spot operational inefficiencies and trends to recommend improvements that enhance scalability, efficiency, and performance.
• Communicate complex technical data and model outputs into straightforward, actionable insights for senior go-to-market and operations leadership.
• Lead strategic analytical projects and foster the development of a high-performing analytics team.

Qualifications & Experience

• Minimum of 8 years' relevant experience utilizing data systems/tools within a business context or equivalent expertise.
• Proficient in SQL and experience with extensive data warehouses such as Presto, Trino, or Spark SQL.
• Skilled in architecting, building, and deploying machine learning models or automated data solutions within production environments.
• Bachelor's degree in a quantitative discipline such as Computer Science, Statistics, Operations Research, Engineering, or related practical experience.
• Preferred expertise includes experience with technologies like Claude Code and Cursor, and familiarity with modern data orchestration and automation tools such as Airflow, Databricks, and dbt.
• Strong knowledge of support-related financial and operational metrics, including SLA adherence, resolution times, and customer health indicators.
• Self-motivated, intellectually curious, with demonstrated leadership on complex technical projects from inception to deployment.
• A passionate perspective on leveraging AI to strategically influence fast-paced business decisions.

Skills

• AI technology fluency
• Data analysis and interpretation
• Data visualization techniques
• Data-driven storytelling for business insights

Additional Information

Our equal opportunity employment policy supports inclusivity for all applicants, including those with disabilities. We prioritize data privacy and compliance in line with global standards for candidate data handling and employment rights.