Strategic Operations Manager - Customer Insights & Analytics
Operations, Data Science, Customer Service
Posted on Jul 30, 2026
What's the role?
This critical leadership role will establish a robust program management and operational excellence discipline for the CIA organization. This 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, the role focuses on driving transparency, accountability, and measurable progress toward the organization’s transformation goals such as Product Thinking and Proactive Analytics.
This role achieves:
- Improved Velocity of Execution: Brings structure, foresight, and accountability to the portfolio. Helps teams move faster while staying aligned to the long-term vision for proactive analytics
- Stronger Long-term Business Value: Ensures large programs are governed well, trade off decisions, influence, and alignment happen optimally. Drives faster time to market and higher return on investment from limited capacity
- Operational Clarity and Momentum: Creates visibility across work, dependencies, and priorities. Establishes a clear planning rhythm and roadmap that keeps the CIA team aligned and moving forward
We'll trust you to:
1. Strategic Planning & Portfolio Management
- Serve as a strategic advisor to executive leadership, supporting decision making and long-term planning
- Consolidate all organizational work into a single, comprehensive portfolio view (priorities, dependencies, ownership)
- Drive cross-functional alignment by identifying and engaging all dependent teams and groups
- Ensure planning includes well-defined milestones, dependencies, and resource alignment
- Ensure Analyst and Data Scientist owners define clear scope for initiatives, top-line roadmaps, milestones, and measurable outcomes aligned to business objectives
- Validate that initiatives are aligned with organizational goals and ensure accountable leaders provide necessary inputs for budget, resource planning, and reporting
2. Program Governance and Accountability
- Establishes and manages multiple steering committee structures across the organization including all aspects of the steering committees meetings (agendas, standard materials, decision tracking)
- Enforce adherence to program and project delivery frameworks, ensuring consistent application of Bloomberg standards and controls policies
- Hold Analysts and Data Scientists accountable for execution, delivery of milestones, and proactive risk/issue management
- Ensure accountable leaders provide timely and accurate reporting of program status, KPIs, and OKRs
- Escalate accountability gaps, delays, or 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
3. 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, ensuring alignment and timely resolution of issues and concerns
- Curate and deliver executive-ready presentations, reports, and updates, ensuring that content reflects inputs from accountable program leads
- Maintain visibility for executives into program health and highlight areas where commitments are at risk
You'll need to have:
- Bachelor's or Master's degree (e.g., Business Administration, Engineering, Computer Science, or equivalent practical experience)
- 10+ years of experience managing large-scale Program Management, strategic planning, and operational execution
- Demonstrated ability to shape and drive effective governance structures, including establishing and managing Steering Committees
- Experience and passion for running operational meetings (prioritization, status, roadmapping) to monitor progress, identify roadblocks, and maintain operational health
- Skilled in building compelling data-driven presentations (e.g., PowerPoint decks), operational reports, and standardized documentation
- Strong change management skills with the ability to influence internal teams and stakeholders, inspiring action and holding owners accountable
- A forward-thinker with a high degree of curiosity, strong problem-solving skills, and deep analytical capabilities
- Experience in leading the development and delivery of digital products, data products and/or analytical solutions
- Experience implementing or optimizing portfolio management tools (e.g., Jira Portfolio/Advanced Roadmaps, Airtable, or similar enterprise solutions)
- Strong working knowledge of modern data platforms, pipelines, BI tools such as Tableau, Qlik or similar tools