Drive operations with our staffing partners. Ensure key metrics targets and business objectives are met.
Lead and inspire vendor teams to provide excellent customer service. Run and manage the AI operations strategy, focusing on automation efforts for the lowest spending customer segment.
Translate business requirements into clear inputs for engineering teams. Coordinate efforts and align interests across program management, strategy, and engineering teams, requiring stakeholder management.
Design and iterate on service workflows to achieve global consistency and efficiency. Drive operational excellence in partnership with vendor teams.
Draw operational insights and make recommendations to drive improvements to deliver more effective and efficient operations.
Minimum qualifications:
Bachelor's degree or equivalent practical experience.
7 years of experience analyzing data and generating business insights.
7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.
Preferred qualifications:
MBA or Master's degree in a related field.
7 years of experience building relationships with stakeholders or clients.
5 years of experience in consulting & strategy.
Experience in managing customer support operations across voice, chat, and email channels with a focus on process and system improvement.
Excellent problem-solving skills with the ability to apply structured thinking and logic to your work and provide solutions to issues.
