Description

You will diagnose operational performance problems and translate them into strategic learning initiatives. You'll analyze metrics to identify performance gaps, assess the impact of product releases, and evaluate training effectiveness to drive measurable improvements.

Requirements

• Proven experience in Project Management, L&D, Operations, or Product Training
• Strong analytical mindset with data and dashboards
• Experience formulating hypotheses and identifying cause-and-effect in performance metrics
• Operational acumen in Sales or Support environments
• Understanding of operational KPIs such as CSAT, QA, AHT, Conversion Rate

Responsibilities

• Monitor operational performance metrics and track KPIs across agents, supervisors, and hiring waves
• Identify performance drops in specific topics, cohorts, or operational groups
• Assess operational risk of upcoming product or process releases and anticipate training load increases
• Evaluate training effectiveness through pre/post performance analysis
• Translate performance data into actionable insights for L&D strategy