Related skills
zendesk cross-functional kpis sla csat📋 Description
- Identify recurring issue patterns and regional inefficiencies
- Lead retrospectives on breakdowns and implement durable, system-level fixes
- Act as escalation partner for complex regional cases
- Define and drive KPI improvements across SLA, CSAT, backlog, and escalation rates
- Translate frontline insights into clear, actionable requirements for system enhancements
- Collaborate with Product, Engineering, and Ops to drive tooling and workflow improvements
🎯 Requirements
- Experience in operations, program management, or process improvement roles in high-volume environments
- Strong analytical and problem-solving skills with a systems-thinking mindset
- Experience leading cross-functional initiatives and driving measurable outcomes
- Ability to identify root causes and implement scalable, long-term solutions
- Strong communication across technical and non-technical stakeholders
- Experience working with KPIs such as SLA, CSAT, backlog, and escalation metrics
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