About The Team
Job Overview
The Senior CS Performance & Strategic PMO plays a key role in driving strategic initiatives and performance improvements across Customer Service operations.
This role focuses on program management, operational strategy, and performance governance, ensuring key CS initiatives are effectively designed, executed, and monitored.
Leveraging operational insights and performance data, the role supports leadership in identifying improvement opportunities, coordinating cross-functional projects, and strengthening Customer Service operational excellence.
Job Description
- CS Strategy & Performance Governance
- Monitor CS performance across key metrics such as Contact Rate, SLA, AR, CSAT, backlog, and operational efficiency indicators.
- Identify performance gaps and propose strategic initiatives to improve customer experience and service operations.
- Support leadership in performance reviews, operational planning, and strategic decision-making.
- PMO & Strategic Initiative Management
- Act as CS PMO, driving initiatives to improve service quality and operational efficiency.
- Manage project planning, stakeholder alignment, progress tracking, and impact measurement to ensure successful implementation.
- Operational Insights & Analysis
- Leverage operational data and dashboards to identify trends, risks, and improvement opportunities.
- Conduct root cause analysis (RCA) on major performance issues and work with CS Performance/Data teams to translate insights into improvement actions.
- Program Monitoring & Impact Measurement
- Define success metrics and monitor the performance impact of improvement initiatives.
- Ensure initiatives deliver measurable improvements in service efficiency and customer satisfaction.
- Cross-functional Collaboration
- Collaborate with Operations, Product, BI, and other stakeholders to drive operational improvements.
- Facilitate discussions and coordination to resolve operational issues and support continuous improvement initiatives.
Requirements
- 3–5 years of experience in Program Management, Operations Strategy, Business Analysis, or PMO roles.
- Experience in Customer Service, Logistics, or E-commerce operations is preferred.
- Strong analytical thinking with the ability to translate operational insights into strategic initiatives.
- Experience managing cross-functional projects and operational improvement programs.
- Good understanding of CS performance metrics (CSAT, SLA, AHT, Contact Rate, etc.).
- Ability to communicate clearly with stakeholders and drive alignment across teams.
- Proficiency in Python (Google Colab) and Excel / Google Sheets for data analysis and automation.
- Ability to translate complex data into clear insights and communicate effectively with stakeholders
- Strong problem-solving mindset, structured thinking, and project management capability.
- Strong English communication skills (both speaking and listening), able to effectively communicate with regional stakeholders and present insights clearly.
