CS Operations Lead, SPX Express

Key Responsibilities

• Own and monitor end-to-end Customer Service operational KPIs, including SLA, First Response Time (FRT), Resolution Time (TAT), CSAT, backlog, abandonment rate, and contact rate.
• Develop productivity frameworks and operational dashboards to measure agent efficiency, utilization, occupancy, and cost per contact.
• Analyze CS performance trends and identify operational gaps, root causes, and improvement opportunities.
• Establish productivity benchmarks, staffing models, and capacity planning recommendations based on demand forecasts.
• Drive initiatives to improve service levels while optimizing manpower and operating costs.
• Partner closely with Customer Service, Product, Merchant Operations, Driver Operations, and Logistics teams to resolve recurring customer pain points.
• Lead regular business reviews and present actionable insights and recommendations to management.
• Design and implement process improvements, SOPs, automation opportunities, and workflow enhancements to improve operational efficiency.
• Monitor quality trends and work with QA and Training teams to improve agent performance and reduce repeat contacts.
• Ensure accurate reporting and governance of all CS operational metrics.

Qualifications

• Bachelor's degree in business, Engineering, Operations Management, Statistics, or a related field.
• 5+ years of experience in Customer Service Operations, Business Operations, or Operations Excellence, preferably in e-commerce, food delivery, logistics, or technology.
• Strong analytical skills with advanced proficiency in Excel/Google Sheets experience with SQL and BI tools (Power BI, Tableau, Looker, etc.) is highly preferred.
• Proven experience building KPI dashboards, productivity models, and operational performance frameworks.
• Strong understanding of workforce management concepts, capacity planning, and service level management.
• Excellent stakeholder management and communication skills with the ability to influence cross-functional teams.
• Highly data-driven, structured, and comfortable working in a fast-paced operational environment.