Head of Intelligence

About XtendOps

XO is an AI-powered BPO designed for modern customer experience, combining seasoned CX operations with custom AI agents and its proprietary operating system, XOOS. The company delivers faster, more consistent support across chat, email, and voice while ensuring people maintain control over AI-driven workflows. XtendOps supports organizations at any stage of AI adoption, offering both AI-accelerated solutions and traditional best-in-class BPO with strong operational rigor. Its services cover the full customer journey, including Digital CX, Back Office Support, Sales Outsourcing, Compliance, and Trust & Safety. By using AI-driven efficiencies to invest in career development and work culture, XtendOps cultivates tenured, highly qualified agents who drive excellent service and customer satisfaction.

Location

This role isn't tied to one city. It can be based in any of our LATAM operations cities (Santo Domingo, Guadalajara or Monterrey), or in the US for candidates willing to travel.

Role Overview

The Head of Intelligence will own XtendOps' data and analytics, from the reporting that runs our operations today to the data layer inside XOOS, our AI orchestration platform. Working closely with operations, product and engineering, this role turns what happens across our AI agents, human agents and client workflows into insights our teams and clients can act on.

Key Responsibilities

• Own the business intelligence infrastructure behind our operations: SLA performance, quality, utilization, productivity, cost per interaction and client KPIs.
• Define metric standards and data definitions with operations leadership, and build one source of truth across all sites.
• Lead workforce management analytics: forecasting, scheduling, shrinkage and capacity planning, including how AI agents change staffing needs.
• Design the XOOS data architecture: event schemas, pipelines, storage and analytical models across AI agents, human agents and client workflows.
• Build the analytics layer and dashboards that bring platform insights to our teams and clients.
• Define and track performance metrics for AI and human agents: resolution rates, handling time, escalations, accuracy and cost per resolution.
• Build cross-client benchmarking to find optimization opportunities across our portfolio.
• Make sure resolution events are captured and auditable to support outcome-based pricing.

Required Experience and Capabilities

• Experience leading BI, analytics or data engineering in contact center, BPO or CX operations.
• Strong knowledge of data modeling, data pipelines and dashboarding tools.
• Workforce management analytics experience: forecasting, scheduling and capacity planning.
• Ability to turn operational questions into clear metrics and reporting.
• Comfort working with AI agent data and performance metrics.
• Clear communicator with operations, finance, clients and engineers.

What success looks like

• Leadership and clients trust one source of truth for operational performance.
• Staffing and capacity plans reflect how AI is changing the work.
• XOOS has a scalable data layer that new clients plug into easily.
• AI and human agent performance is measured the same way across clients.
• Resolution data is reliable enough to price on outcomes.