Main Duties:
Deliver actionable supply and performance insights through advanced analytics, predictive modeling, and dashboard development. This role powers data-driven decisions incentive design, and executive reviews — translating complex supply data into clear, decision-ready intelligence.
Responsibilities:
A. Data Infrastructure & Dashboard Development
- Architect and develop the Operations Control Tower — the single source of truth for reliability, quality, and performance metrics.
- Partner with Data Engineering, Product, and BI teams to establish data pipelines and data models for all Operations verticals.
- Build automated, scalable dashboards (Power BI / Looker / Data Studio) that integrate data from multiple sources (supply, CS, Product tools, CRM, etc.).
- Define and implement data governance standards — naming conventions, KPI definitions, version control, and access management.
- Ensure dashboards are user-centric, real-time, and decision-oriented, supporting both daily operational monitoring and executive reporting.
- Design the dashboard roadmap from MVP (basic performance view) to advanced analytics layer (forecasting, anomaly detection, ROI tracking).
B. Quality Performance Framework
- Design and maintain the Operations Quality Framework, defining key reliability, SLA, and quality metrics (OTR, cancel rate, rework rate, etc.).
- Develop automated quality-tracking dashboards and alert systems that surface anomalies or SLA deviations in real time.
- Coordinate with Ops and CS teams to identify root causes of quality gaps and monitor CAPA (Corrective and Preventive Actions) implementation.
- Integrate QA/LPA results and CS feedback into the dashboard ecosystem for end-to-end visibility of operational health.
C. Insight Generation & Continuous Optimization
- Analyze trends, deviations, and emerging issues across verticals; deliver data-driven insights that guide improvement priorities.
- Collaborate with the Process Improvement Lead to quantify project impact (e.g., time savings, SLA uplift, cost reduction).
- Develop and publish weekly/monthly performance reports summarizing progress, risks, and opportunities for leadership.
- Build predictive or diagnostic dashboards to anticipate risks and proactively suggest corrective measures.
D. Cross-functional Collaboration & Capability Building
- Work closely with Product, Data, and Finance teams to align business logic and data flow from source systems.
- Partner with Ops Excellence Manager to design and institutionalize the KPI hierarchy (company vertical team city).
- Coach and upskill operational teams in data literacy, dashboard usage, and KPI interpretation.
- Serve as a subject matter expert on data visualization, BI tools, and quality performance measurement across Operations.
Requirements:
- Bachelor's degree in Logistics, Supply Chain Management, Business Administration, Data Science or related fields.
- Minimum 5 years of experience in Business Intelligence, Data Analytics, or Operations Performance roles.
- Proven track record of building dashboards or data systems from scratch — from scoping requirements to implementation and scaling.
- Expert in data visualization tools (Power BI, Looker, Data Studio) and SQL for data extraction/manipulation.
- Strong understanding of data architecture, ETL pipelines, and data governance.
- Familiar with operational metrics (SLA, OTR, ETA, CPA, efficiency, CSAT) and quality frameworks.
- Proficiency in Excel/Google Sheets, strong analytical and problem-solving skills.
