Key Responsibilities

• Analyze operational performance metrics (SLAs, backlog, productivity) to uncover trends and efficiency opportunities and bridge the gap with action plans with clear success metrics.
• Translate VRR, CSAT, QA, and VoC (Voice of Customer) data into clear, actionable insights.
• Identify risks, opportunities that impact overall business performance and recommend data-driven nest practices and solutions tailored to customer behavior, demand patterns, and operational scalability.
• Identify product, process, tooling gaps, usability issues, and recurring pain points through data and qualitative feedback.
• Measure and report the impact of product, process and tooling changes on support metrics.
• Identify process bottlenecks and inefficiencies across support workflows and customer journeys and design scalable process improvement initiatives.
• Track and measure the effectiveness of improvement pr...