Job Description:
As the Customer Service - Performance Management, you will support the line manager in managing department performance and leading initiatives to enhance customer service across complex environments. Your responsibilities will be distributed as follows:
Performance Intelligence:
- Analyze customer service and logistics performance (e.g. contact rate, SLA, order lead time, backlog, lost & compensation) to identify patterns, gaps, and opportunities
- Translate findings into clear business insights, problem statements, and recommendations that support service quality & efficiency
- Build and maintain dashboards and reports to track performance & priority KPIs, support monitoring and decision-making across teams that drive operational effectiveness & business processes
- Collaborate with BI teams to ensure data accuracy, availability, and business relevance
Operational Excellence and Innovation:
- Support and manage cross-functional improvement projects aimed at reducing customer friction, improving SLA, and increasing service efficiency
- Own project execution components including scope definition, timelines, KPI tracking, risk identification, and post-implementation review
- Collaborate proactively with internal teams (Ops, CX, Fin-Ops, BI&S, HR) to drive project success
- Assist line Manager in assigned tasks, demonstrating adaptability to changing business needs
Requirements:
- At least 3 years of industry experience in Performance Management, Business Strategy, Operations Analytics, Business Intelligence, or Business Analytics with proven business impact
- Demonstrated ability to connect data insights to business outcomes and operational actions
- Experience working with cross-functional teams to gather requirements and define the right metrics to describe the state of the business - both on a macro-level and a micro-level
- Strong analytical capabilities, dashboarding and visualization skills with a focus on usability and management relevance experience in Python/SQL is a strong plus
