Manager, Service Delivery Analytics & Planning

Work with leadership to own and collaborate on KPI, SLA, productivity, and operational performance reporting across Trust & Safety Operations

Build and maintain dashboards, and scalable reporting frameworks that provide visibility into operational health and business performance

Deliver actionable insights and recommendations that improve efficiency, throughput, service quality, and customer experience outcomes

Partner cross-functionally to establish scalable reporting standards and operational visibility across vendor and internal operations

Work with leader of QA to support any data needs or reporting to monitor and analyze performance trends, focused on developing scalable QA insights reporting frameworks that connect quality outcomes to in operational performance

Identify emerging quality risks, workflow gaps, or operational behaviors impacting customer and business outcomes

Partner with operational and QA leadership teams to improve performance consistency, accountability, and operational effectiveness, owning the communication of insights for actionables and opportunities to the Service Delivery team and leadership.

Help establish a balanced operational performance framework that evaluates both efficiency and quality outcomes

Serve as a centralized “mission control” function for operational health monitoring

Proactively identify spikes, anomalies, workflow degradation, or emerging operational risks across business-as-usual (BAU) performance

In partnership with leader of Service Delivery and T&S Ops Senior Leadership - establish monitoring and alerting mechanisms to support rapid operational response and decision-making

Partner with operational leaders to investigate root causes and drive mitigation strategies

Support forecasting and resource allocation planning across vendor and internal operations

Build and maintain workforce planning and operational capacity models

Manage and oversee the Service Delivery Analytics & Planning team, including all related people management responsibilities. Support direct report success in WFM and analysis requests to optimize staffing efficiency and operational readiness

Evaluate operational demand drivers and staffing trends to improve planning accuracy

Own and maintain the WFM/Data requests channel and tracker - ensuring team is prioritizing work appropriately and tracking for impact.

Partner with Service Delivery leadership on vendor budget planning and management

Maintain operational cost models and support financial tracking across vendor operations

Assist in evaluating staffing investments, vendor performance, and cost optimization opportunities

Support monthly and quarterly operational planning processes

In partnership with Service Delivery team and T&S Ops leadership conduct investigative analysis across tooling, workflows, and operational processes to identify opportunities for efficiency and scale

Evaluate operational friction points and partner cross-functionally on process improvement initiatives

Use data to uncover trends impacting service quality, productivity, or operational effectiveness

Support operational strategy initiatives through deep-dive analysis and business recommendations

3+ years of experience in operations strategy, business operations, workforce planning, analytics, Trust & Safety operations, quality operations, or related operational environments

Strong analytical and problem-solving capabilities with experience translating data into operational action

Experience building dashboards, forecasting models, operational reporting frameworks, and performance scorecards

Familiarity with SLA governance, KPI management, quality assurance reporting, and operational performance monitoring

Experience supporting vendor operations and/or BPO environments preferred

Strong Excel/Google Sheets skills required; experience with Looker, SQL, or similar BI tools preferred (Tableau experience valued)

Comfortable navigating ambiguity and operating in fast-moving, high-growth environments

Excellent communication and stakeholder management skills