Clipboard - Real Time Analyst Team Lead
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Requirements
• Proven experience leading Real Time Analysts, Workforce Management teams, or live operations functions in high-volume environments • Strong operational judgment with the ability to remain calm and decisive during high-pressure incidents or service disruptions • Exceptional analytical and investigative skills with deep proficiency in Google Sheets, queue analysis, and operational modeling • A high-accountability operator who takes ownership of outcomes and proactively mitigates operational risks before escalation • Strong written communication skills with the ability to synthesize complex operational issues into concise executive-level narratives • Experience building or improving operational frameworks, SOPs, and scalable team processes from the ground up • Comfortable operating in a fast-paced, highly ambiguous, and continuously evolving environment • Passion for coaching and developing highly autonomous, “agentic” operators who can independently identify opportunities and solve problems • Application Review - Initial evaluation within 2 business days • Case Study Assessment - Queue analysis and Google Sheets proficiency • Case Interview - Operational judgment and communication • Department Head Interview - Leadership and stakeholder management • Final Interview with Head of Operations - Culture fit and team leadership • Quick Note on Scammers: • Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here.
Responsibilities
• Own the end-to-end daily operations of the RTA function across all Lines of Business, ensuring queue stability and SLA adherence • Act as the primary source of truth for live operations, driving root cause analysis and operational decision-making during critical incidents • Lead and develop a team of RTAs by establishing high performance standards, coaching toward autonomy, and creating a culture of operational ownership • Build scalable queue management frameworks and evolve operational playbooks to reduce dependency on tribal knowledge • Continuously evaluate and improve existing SOPs, workflows, and escalation processes using first-principles thinking • Partner cross-functionally with Workforce Management, Operations, Vendor Management, and Leadership teams to provide operational clarity and drive alignment • Maintain strong technical proficiency in Google Sheets and operational tooling to build models, automate workflows, and support forensic investigations • Provide concise, executive-level operational narratives that communicate business impact, operational risks, and recommended actions clearly
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