Global Customer Service Performance Strategist

In short

You will be instrumental in creating performance excellence frameworks steering our hybrid Customer Service model, which integrates human support and AI interactions. By developing and implementing comprehensive frameworks, you will define how performance is measured, reported, and continuously improved throughout our global Customer Service Network.

You will work cross-functionally with WFM, Vendor Management, Training & Quality, CX, Finance, and Conversational AI stakeholders to design consistent interpretation frameworks and performance narratives that drive decision-making. Your goal is to elevate performance intelligence from data to actionable clarity, influencing strategy, investment, and experience design.

Your Mission

Insight Framework Design & Governance:

• Design, roll out, and maintain a unified hybrid performance strategy across Human and AI interactions.
• Design and continuously evolve cyclical frameworks that interpret performance data across key categories (CX, Quality, SLA, CSAT, FCR, Productivity, Financials).
• Elevate and document performance measurement standards, CKPIs, KPIs, and metric methodologies.
• Establish the criteria and process for automation sign-off (human-to-AI transition readiness).

Insight Generation & Strategic Analysis:

• Own the translation of reporting into meaningful business insights: contextualize “what we see” into “what it means” and “what to do”.
• Conduct Performance comparative analysis across vendors, markets, channels, Lob’s & Hybrid (Digital vs. Human) and historical data to highlight risk and opportunity.
• Build and maintain in collaboration with Data Analysts the hybrid performance reporting framework, integrating both Human and AI Customer Care performance indicators.
• Collaborate with Performance Data Analysts to transform raw data into actionable dashboards, insights, and alerts.
• Track key indicators across vendors and channels to support decision-making at the global and regional levels.
• Support QBRs, executive reporting, and strategic initiatives with clear, outcome-focused insight packs.

Cross-Functional Collaboration:

• Align with Regional Partner Performance Leads to drive adoption and consistent execution of the hybrid strategy.
• Work with AI teams to evaluate readiness and performance of automation initiatives.

Business Performance Foresight:

• Support the development of predictive insight models (e.g. churn risk, DSAT trends, cost efficiency levers).
• Help the business shift from reactive performance correction to proactive performance optimization.
• Contribute to the creation of executive-level foresight decks that connect performance trends with commercial and customer impact.