As the Global Performance Strategist, you will lead the development of strategic frameworks to improve performance across our worldwide Customer Service network. Your key responsibilities include translating complex operational, financial, and customer experience data into actionable insights for internal teams and BPO partners. You will play a crucial role in establishing performance excellence frameworks that support our hybrid Customer Service model, which combines human support and AI interactions. By creating and implementing comprehensive frameworks, you will define performance measurement, reporting, and continuous improvement processes across our global network. Collaboration with WFM, Vendor Management, Training & Quality, CX, Finance, and Conversational AI teams will be essential to design consistent interpretation frameworks and performance narratives that inform decision-making. Your aim is to elevate performance intelligence from data to clear, actionable insights that influence strategy, investment, and experience design.
Your Mission
Insight Framework Design & Governance :
* Design, implement, and maintain a unified hybrid performance strategy for Human and AI interactions.
* Develop and refine cyclical frameworks that interpret performance data across categories such as CX, Quality, SLA, CSAT, FCR, Productivity, and Financials.
* Standardize performance measurement standards, CKPIs, KPIs, and metric methodologies.
* Define criteria and processes for automation approval, including human-to-AI transition readiness.
Insight Generation & Strategic Analysis :
* Translate reporting into meaningful business insights, contextualizing data into actionable recommendations.
* Conduct comparative performance analysis across vendors, markets, channels, lines of business, and hybrid digital/human interactions to identify risks and opportunities.
* Collaborate with Data Analysts to develop hybrid performance reporting frameworks that include both Human and AI Customer Care metrics.
* Work with Performance Data Analysts to turn raw data into dashboards, insights, and alerts.
* Monitor key indicators across vendors and channels to support global and regional decision-making.
* Prepare insights for QBRs, executive reports, and strategic initiatives.
Cross-Functional Collaboration :
* Partner with Regional Performance Leads to promote adoption and consistent execution of the hybrid strategy.
* Coordinate with AI teams to assess automation readiness and performance.
Business Performance Foresight :
* Assist in developing predictive insight models for metrics like churn risk, DSAT trends, and cost efficiencies.
* Support a shift from reactive to proactive performance optimization.
* Contribute to executive foresight presentations linking performance trends with business impact.
Your Story
* 5+ years in customer service strategy, operations, or business insights in an omnichannel environment.
* Experience in building and implementing performance frameworks (KPI interpretation, benchmarking, target setting).
* Strong analytical skills with the ability to tell compelling stories from data.
* Experience working with BPO/vendor partners and internal CX or Operations teams.
* Proficiency with dashboarding tools; SQL knowledge is highly preferred.
* Understanding of how automation and AI influence performance monitoring in hybrid settings.
* COPC Lean Six Sigma certification; experience with Looker is a plus.
* Business proficiency in English is required.
Meet The Team
You will join the Data & Business Optimization Processes / Global Vendor Management Team, comprising 6 members, supporting Happiness Delivery (HD) operational efficiency within our BPO ecosystem. The team integrates Vendor Performance Management and Workforce Management to ensure scalable, sustainable service delivery that enhances customer experience and drives business value.
What We Offer
On fosters growth and progress, providing tools for holistic development, learning, and innovation. We promote a supportive, team-oriented environment with a focus on physical and mental well-being. On is an Equal Opportunity Employer committed to fairness and inclusivity in all employment decisions.
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