Operations

• Partner with Customer Service to analyze customer claims, categorize issues, and link them to responsible parties and root causes.
• Conduct structured root cause analysis using frameworks such as the 5 Whys and Pareto analysis, and define corrective and preventive actions.
• Collaborate with Operations teams (Blanks, Printing, Logistics, Supply Chain) to ensure corrective actions are implemented, tracked, and sustained.
• Work with Product and Engineering teams to define requirements for tools and dashboards that enable claims categorization, automated RCA tracking, and quality monitoring.
• Develop and maintain quality dashboards and reporting to provide visibility into claim trends and progress on corrective actions.
• Drive continuous improvement initiatives to reduce claim frequency, improve quality, and enhance customer experience.
• Communicate findings and action plans to leadership, ensuring alignment and accountability across teams.

Operations Excellence Manager

Quality Operations Specialist

Operations Strategy Coordinator

Senior TechOps Engineer

Talent & Operations Coordinator

Vice President, Delivery & Deployment Operations