CS Operations Analyst, SPX Express

Key Responsibilities

• Monitor and report on Customer, Driver, and Merchant support performance metrics, including backlog, SLA attainment, response time, resolution time, and escalation rates.
• Track daily operational health and ensure support queues are managed within agreed service levels.
• Analyze trends in customer, driver, and merchant concerns to identify recurring issues and improvement opportunities.
• Conduct root cause analysis on SLA breaches, backlog growth, and support escalations, and recommend corrective actions.
• Develop and maintain dashboards, reports, and trackers to provide visibility on operational performance.
• Partner with CS, Operations, Product, and Business teams to drive issue resolution and process improvements.
• Lead backlog management initiatives and coordinate with stakeholders to ensure timely closure of aged cases.
• Support workforce planning and forecasting by providing insights on ticket volume trends and support demand.
• Ensure data accuracy and integrity across reporting and case management systems.
• Present performance insights, risks, and recommendations to management on a regular basis.

Qualifications

• Bachelor's degree in business, Industrial Engineering, Statistics, Operations Management, or a related field.
• 3+ years of experience in Operations Analytics, Customer Service Operations, Business Intelligence, or similar roles.
• Strong analytical skills with experience interpreting operational and customer support data.
• Advanced proficiency in Excel/Google Sheets experience with SQL, Tableau, Power BI, or equivalent tools is preferred.
• Strong stakeholder management skills with the ability to work cross-functionally.
• Excellent communication, problem-solving, and project management capabilities.
• Experience supporting Customer, Driver, or Merchant operations within e-commerce, logistics, mobility, or marketplace platforms is highly preferred.