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data analysis process improvement dashboards kpis ai tools📋 Description
- Define and own the strategic roadmap for Membership Services Operations.
- Drive KPIs: service levels, CSAT, FCR, first response, speed of answer, and engagement.
- Identify and implement scalable process improvements to boost efficiency and member experience.
- Partner cross-functionally with Product, Engineering, Logistics, Finance to execute initiatives.
- Establish a culture of continuous improvement using data and structured problem solving.
- Manage strategic relationships with BPO partners to align on standards and capacity.
🎯 Requirements
- 8+ years in customer service or membership operations; 4+ years in senior leadership.
- Proven success driving operational excellence in a high-growth environment.
- Experience developing and scaling KPIs, dashboards, and performance frameworks.
- Strong cross-functional leadership with ability to influence without authority.
- Proven ability to lead large-scale process improvements from strategy through execution.
- Analytical mindset with comfort leveraging data to inform decisions.
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