Operations

• Partner directly with the VP of Customer Operations & Experience to surface insights and identify performance trends.
• Enable operational excellence across the customer journey, collaborating with service delivery, support, onboarding, and account management.
• Collaborate cross-functionally with Product, Sales, Marketing, Strategy, and RevOps to align systems and processes.
• Support operational initiatives that improve scalability, profitability, and customer experience across service delivery functions.
• Anticipate operational bottlenecks and proactively design solutions to strengthen delivery and retention.
• Build and refine the sales-to-delivery handoff process to ensure seamless campaign execution, on-time delivery, and quality outcomes.
• Design and optimize workflows to increase campaign delivery speed, consistency, and ROI.
• Develop and maintain dashboards, KPIs, and reporting frameworks to measure efficiency, campaign health, and customer value delivery.
• Identify and integrate opportunities to leverage AI tools for automation, content generation, risk detection, and performance analysis.
• Share insights and best practices with Customer Success, Delivery, and Support teams and present insights to senior stakeholders.
• Monitor operational and customer experience benchmarks and document/scale best practices to enhance delivery efficiency and knowledge retention.

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OPS DL Examiner