- Own operational oversight, quality standards, and escalation management for AI-enabled member service processes
- Lead complex issue triage, root cause analysis, and corrective action planning
- Define and maintain operational validation standards, sampling approaches, and quality measures
- Lead requirements definition, prioritization, and validation for enhancements and releases
- Drive user acceptance testing, operational readiness reviews, and post-release validation
- Define, monitor, and communicate key performance indicators and operational insights to leadership
- Serve as the primary operational liaison across Operations, Quality, IT, Analytics, and vendor partners
- Mentor analysts and establish repeatable standards, documentation practices, and best practices
Requirements
- Bachelor's degree or equivalent work experience required
- 4 to 5 years in service operations, operations analysis, contact center operations, quality, or business analysis
- Advanced experience documenting operational requirements and validating solutions through testing
- Proven ability to present operational findings and recommendations to leadership audiences
- Advanced analytical and problem-solving skills
- Reporting or analytics experience using Tableau, Access, Cognos, or data warehouse tools is a plus
- Strong operational judgment and ability to influence outcomes without direct authority
- Advanced proficiency with Microsoft Office tools including CoPilot
- Ability to mentor peers and build operational capability across the team
Core Competencies
Demonstrates expertise in operational oversight, quality standards, and issue resolution within AI-enabled service processes. Proficient in leading requirements definition, user acceptance testing, and performance monitoring to drive operational excellence.
Highest-signal resume keywords
- Operational Oversight
- Quality Standards
- Root Cause Analysis
- User Acceptance Testing
- Advanced Analytical Skills
ATS Optimization Keywords
Hard Skills
- Operational Requirements Documentation
- Corrective Action Planning
- Performance Indicator Monitoring
- Data Analysis
- Quality Measures Definition
Soft Skills
- Mentoring
- Influencing Outcomes
- Problem-Solving
- Communication
Industry Keywords
- Service Operations
- Operations Analysis
- Contact Center Operations
- Business Analysis
- Operational Readiness
Tools & Technologies
- Tableau
- Access
- Cognos
- Microsoft Office
- CoPilot