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Job Summary:
Golden 1 Credit Union is among the top credit unions in the country, committed to empowering members and uplifting communities. They are seeking a Senior Manager for Operations Analytics and Enablement to lead the Data Solutions and Operation Transformation Teams, delivering analytics and workflows that improve member outcomes and operational efficiency.
Responsibilities:
• 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.
Preferred:
• 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
Company:
Golden 1 Credit Union is a financial cooperative that offers checking, savings, home loan, investment, insurance and online services. Founded in 1933, the company is headquartered in Sacramento, USA, with a team of 1001-5000 employees. The company is currently Late Stage.