Senior Analyst, Operational Readiness (Financial Services)

Location: Fort Mill/Charlotte, United States

Salary: $91,670–$152,852 per year

Company

hirify.global is a U.S. wealth management firm providing financial advisors and institutions with affiliation models, investment solutions, fintech tools, and practice management services.

What you will do

• Plan and coordinate operational readiness for business events, product launches, technology releases, defect remediations, regulatory initiatives, and process changes.
• Conduct readiness assessments covering operational impacts, risks, dependencies, training needs, communications, call drivers, and service demand.
• Create readiness communications, executive summaries, frontline talking points, FAQs, knowledge articles, dashboards, calendars, and status reports.
• Analyze call-driver data, queue performance, transfer patterns, routing outcomes, and service metrics to forecast impacts and identify mitigation opportunities.
• Support routing optimization by documenting requirements, validating workflows, and coordinating communications and training.
• Monitor post-launch performance and recommend corrective actions for routing impacts, volume shifts, escalations, and advisor-experience issues.

Requirements

• Bachelor’s degree or equivalent relevant experience.
• 3–6+ years of experience in operational readiness, project management, business operations, workforce management, change management, business analysis, or a related field.
• Experience coordinating multiple cross-functional initiatives and stakeholders while managing risks, dependencies, decisions, and deadlines.
• Strong Microsoft Excel, PowerPoint, data analysis, written communication, verbal communication, and executive-presentation skills.
• Strong organizational, analytical, and problem-solving skills, including the ability to translate complex information into clear recommendations and action plans.

Nice to have

• Experience in financial services, contact center operations, workforce management, service operations, or operational support.
• Experience with contact routing, skill-based routing, queue management, advisor segmentation, IVR workflows, or service optimization.
• Familiarity with NICE CXone, Genesys, or other contact center and routing technologies.

Culture & Benefits

• Collaborative, team-oriented environment focused on client experience and continuous improvement.
• 401(k) matching, health benefits, employee stock options, paid time off, and volunteer time off.
• Opportunities to work cross-functionally with Product, Technology, Operations, Communications, Marketing, Learning & Development, Service, and Workforce Management.