Customer Experience Operations Strategist

Support day-to-day coordination with BPO partners to ensure adherence to service standards and performance expectations Assist in tracking and reporting key metrics such as contact volume, drivers, product issues, and warranty claims across monthly and quarterly reporting cycles Contribute to weekly and monthly reporting by compiling data, identifying trends, and highlighting potential areas for improvement, including trend analysis, issue flagging, and resolution status Analyze customer service data to proactively surface insights and support root cause investigations, and create recommended action plans Help maintain documentation and communication of process updates, policies, and campaign-related changes to BPO partners Partner with cross-functional teams (Operations, eCommerce, Marketing) to support improvements in the customer experience Assist in identifying opportunities for process optimization, automation, and self-service enhancements Support escalation handling by ensuring ...Customer Experience, Operations, Strategist, Operation, Customer Service, eCommerce, Manufacturing