Community Support BizOps Lead

• Oversee the business operations of the global contact center, ensuring that it meets the business performance standards and targets
• Develop and drive the business performance management system across the CS organization
• Build and foster a robust, transparent and cooperative synergy across departments by aligning contact center goals and initiatives with broader organizational objectives
• Monitor key business performance indicators (KPIs) and work with the cross functional teams to develop actions plans based on data-driven analysis to optimize business performance
• Partner with CS analytics to design the right operational dashboards
• Serve as the primary liaison with finance for all matters pertaining to the CS operational fiscal plan budget
• Drive the annual business planning process and work with finance to build the operating budget
• Build the process for driving the overall Operational Efficiencies targets
• Drive all ROI, budget management in partnership with Finance, roadmaps, LT planning needs for the CS organization
• Own budget and spend policy operations, developing strategies for spend allocation and operationalizing the achievement of targets set by Finance
• Own all invoice management and fiscal adherence to commercial contracts
• Develop comprehensive business cases for proposed initiatives
• Design the labor framework for deciding the global CS labor footprint across internal and external sites
• Own the ramp and ramp down operational readiness process for the CS operations
• Deep focus on contact center business service design optimization efforts and identify and implement improvements to streamline workflows
• Participates in multi functional initiatives, designing and executing on large scale operational programs across the CS network

• 8+ years experience in business operations or operations management roles, preferably supporting large scale organizations that are global in nature with a proven track record of leading/driving results
• Operations, Management Consulting or Financial/analytics background preferred
• Must have deep functional domain expertise and knowledge in contact center operations and best practices
• Understanding of contracts and commercial frameworks is a plus
• Experience with process design and optimization, strategic operations and customer support strategies
• Works effectively in a global fast-paced environment with the ability to solve problems while managing multiple priorities
• Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions
• Experience using SQL, Python and/or Tableau is required
• Is able to anticipate business and industry issues as a basis for recommending large scale product, process or service improvements
• Excellent stakeholder management skills with the ability to influence at all levels
• Experience solving unique, complex, and often ambiguous problems with broad impact on the business
• Outstanding written and verbal communication and presentation skills

Understanding of contracts and commercial frameworks

• bonus
• equity
• benefits
• Employee Travel Credits