Executive Director, Data & Platform Operations (01QPY)

Burlington, Massachusetts, United States US

TeleTech Consulting’s Insights Practice is seeking an energetic and experienced senior professional to lead the practice’s data and analytic platform operations and implementation team


  • This individual will manage, and continue to evolve the strategic vision and executional roadmap for the data and analytic platform operations and implementation team. 
  • He/she will be responsible for leading a team of 20+ individuals with expertise in SAS programming, Python, and the AWS ecosystem. 
  • The individual will also be responsible for the management of an offshore resource bench and introducing best practice hybrid on and offshore delivery models
  • Work closely with other leaders in the insights practice to understand the business, identify/prioritize data and analytic platform needs, develop out comprehensive and efficient solutions, and translate / build into processes and tools
  • Drive innovation and efficiency in the data programming/engineering team by
    • Introducing project management tools e.g. JIRA or others to manage the dynamic allocation of resources 
    • Introducing standardization in data request, project management, analytic dataset creation processes
    • Introducing standardized approaches to onboard new hires in an agile manner
    • Identify appropriate areas for automation
    • Identify and implement self-service capabilities for internal clients to rapidly self-serve standardized requests
    • Drive the development of training material and resources to institutionalize knowledge in a rapidly growing team
  • Develop a streamlined process for client implementations of the analytic platform in AWS cloud including
    • Technical and functional analysis of customer implementation and integration requirements
    • Security audits and reviews
    • Configuration and setup of the analytics platform
    • Project management and management of client expectations 
    • Develop a release methodology and schedule
  • Develop procedures to enable efficient cloud based analytic platform operations
    • Provide leadership and direct the development, implementation and administration of processes and procedures to ensure the reliability, recoverability and optimum performance of the analytic platform in AWS
    • Implement operational tools and develop operational KPI dashboards
    • Responsible for the customer facing production environment monitoring, performance, release/deployment, security, reliability, availability, capacity, latency, and other non-functional concerns.
    • Prepare estimates on cost, schedule and operational models, and assists in identification of technical risk for solution elements with corresponding mitigation activities, both in proposal effort and implementation planning.
  • Collaborate with technology partners to align services with key business priorities
  • Interface closely with the platform architect who will be responsible for architecting the core platform and business products/applications on top of the platform, real-time decision engines, web services, etc.
  • Lead high-performing teams; establishing flexible resource management and capacity planning to address highly dynamic customer needs 
  • Provide technical guidance and roadmap with regards to automation, security, deployments and support towards a stable, scalable and robust data and analytics platform environment 
  • Foster team culture and professional growth through leadership opportunities, collaboration, and team mentoring  
  • Work with recruiting team to enable the right hires and development of skill based pipelines


  • Bachelor's Degree in Computer Science, Computer Engineering or Information Technology is preferred or other degree with significant related IT and leadership experience 
  • 10+ years of relevant professional experience with at least 5+ years managing distributed, high performance, high output teams in a dynamic, scalable environment 
  • Desire to thrive in a constantly innovating and changing environment 
  • Successful senior leader with experience in making people based teams technology enabled
  • Experience in leveraging AWS ecosystem to manage the development and maintenance of cloud platform operations
  • Proven track record of translating organizational strategy into actionable technology solutions that drive operational excellence while enabling synergistic growth and organizational scale 
  • Ability to partner and influence key business stakeholders at all levels of the organization 
  • Knowledge of the Big Data ecosystem, EDW concepts and Data Management principles
  • Knowledge of analytics, and data mining fundamentals 
  • Excellent written, verbal, visual/presentation and interpersonal communications skills 
  • Team player dedicated to excellent customer service for internal and external customers
  • Relationship management skills to collaborate and partner with senior decision makers in the company 
  • Proven ability to understand the long-term ('big picture') and short-term perspective of situations 

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