As the Global Performance Strategist, you will spearhead the creation of strategic frameworks to enhance performance across our global Customer Service network. Your pivotal role involves translating complex operational, financial, and customer experience data into actionable insights for internal teams and BPO partners. You will be instrumental in creating performance excellence frameworks that steer our hybrid Customer Service model, integrating 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 evolve cyclical frameworks that interpret performance data across categories such as CX, Quality, SLA, CSAT, FCR, Productivity, and Financials.
Elevate and document performance measurement standards, CKPIs, KPIs, and metric methodologies.
Establish criteria and processes for automation sign-off (human-to-AI transition readiness).
Insight Generation & Strategic Analysis:
Translate reporting into meaningful business insights, contextualizing data into actionable recommendations.
Conduct comparative analysis across vendors, markets, channels, Lob’s & Hybrid interactions to identify risks and opportunities.
Collaborate with Data Analysts to build hybrid performance reporting frameworks, integrating Human and AI customer care indicators.
Transform raw data into dashboards, insights, and alerts supporting decision-making.
Support executive reporting and strategic initiatives with outcome-focused insights.
Cross-Functional Collaboration:
Align with Regional Partner Performance Leads for consistent strategy adoption.
Work with AI teams to evaluate automation initiatives' readiness and performance.
Business Performance Foresight:
Develop predictive insight models (e.g., churn risk, DSAT trends, cost efficiency).
Shift from reactive to proactive performance optimization.
Create executive foresight decks linking performance trends to business impact.
Your Story
5+ years in customer service strategy, operations, or business insights in an omnichannel environment.
Experience in building and executing performance frameworks (KPI interpretation, benchmarking, target setting).
Strong analytical skills with a storytelling mindset to persuade with insights.
Experience working cross-functionally with BPO/vendor partners and internal teams.
Proficiency with dashboard tools; SQL knowledge is highly preferred.
Understanding of automation and AI impacts on performance monitoring.
COPC Lean Six Sigma certification and experience with Looker are assets.
Business proficiency in English is required.
Meet The Team
You will be part of the Data & Business Optimization Processes / Global Vendor Management Team, comprising 6 members, enabling Happiness Delivery (HD) operational efficiency in our BPO ecosystem. This team ensures seamless, scalable, and sustainable service delivery, enhancing customer experience and business value.
What We Offer
On is a growth-centered environment offering tools for holistic development—physical, mental, and professional. We foster a supportive, team-oriented culture that values purpose, exploration, and innovation. We are an Equal Opportunity Employer committed to fairness and inclusion.
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