Lead strategic projects focused on maximizing productivity and optimizing Customer Service operations, ensuring timely delivery and measurable business outcomes
Conduct end-to-end data analysis and deep-dive root cause analysis (RCA) on core CS metrics to identify friction points and deliver actionable, data-driven insights to management
Create, maintain, and optimize reporting infrastructure (dashboards and recurring reports) using BI tools to answer key business questions and monitor operational health.
Drive efficiency improvements and support AI/automation initiatives by providing data groundwork, analysis, and validation required for implementation and tracking ROI
Serve as the primary Data Liaison between the Customer Service Operations team and the Business Intelligence (BI)/Data Engineering teams, translating challenges into precise data requirements
Communicate complex analytical findings and strategic recommendations to senior management and cross-functional stakeholders in a clear, concise, and logical manner
Requirements
Bachelor's Degree in any related field
Strong understanding of statistical concepts (e.g., hypothesis testing, correlation, regression) to identify trends, measure the impact of initiatives, and conduct root cause analysis
Proficiency in Microsoft Excel/Google Sheets and BI tools for data cleaning, ad-hoc analysis, and design, build, and maintain actionable dashboards and reports
Strong interpersonal skills for collaborating with other teams (BI, Marketing, Product) and managing expectations while driving consensus
Ability to own and drive initiatives to measurable completion, delivering productivity improvements as outlined in the overview
