Description:
The People Operations specialist will be responsible for the execution, auditing and driving improvement initiatives of our service providers and our internal business teams in line with our best in class service standards.
This role will focus on the organizational review of service processes and flows,tracking performance metrics, ensuring compliance, and facilitating a structured feedback loop to drive continuous improvement that aligns with our purpose.
Key Responsibilities:
- Monitor and track service performance against defined standards, ensuring adherence to processes.
- Collect, organize, and analyze data related to partner operations, identifying gaps and improvement areas.
- Support compliance tracking by ensuring service providers follow established workflows.
- Assist in technical incident management by monitoring issue resolution processes, identifying recurring challenges, and collaborating with internal and external teams to streamline incident handling for faster turnaround times.
- Implement feedback mechanisms by gathering and documenting insights from internal teams and partners.
- Assist in developing process reports to highlight performance trends, bottlenecks, and opportunities for enhancement.
- Collaborate with internal teams to refine service pathways and improve efficiency.
- Support automation initiatives to streamline workflows and reduce manual dependencies.
- Facilitate service providers' operations scalability through training, documentation, and up-to-date guidelines.
Requirements:
Education & Experience:
- Bachelor's degree in Business, Operations, Data Analytics, or a related field.
- 3+ years of experience in business operations and/or customer success, preferably in tech, telecom, or SaaS industries.
Skills & Competencies:
- A good cultural fit to the company.
- Strong analytical and problem-solving skills.
- Ability to track, measure, and report process efficiency.
- Good communication skills for liaising between teams and partners.
- Experience with reporting tools and data visualization is a plus.