Responsibilities:
- Feedback Loop Operations and Optimization:
- Support feedback loop operations, ensuring smooth day to day operational functionality including the intake, triage and prioritisation flows, leveraging analytical skills to enrich feedback and quantify priorities based on business impact
- Support ongoing iteration of the feedback loopidentify bottlenecks and painpoints, and recommend improvements to boost efficiency and impact
- Collaborate with XFN partners (Product, Policy, Security, T&S) to design new workflows that close discovered gaps / painpoints or increase the comprehensiveness of feedback received
- Root cause analysis and remediation plan:
1. Root Cause Analysis: Conduct deep dives into recurring issues, identify root causes, and propose data-driven solutions to prevent future occurrences. 2. Operational Analysis & Process Optimization: Identify inefficiencies in current processes and recommend improvements to enhance platform support services. 3. Cross-Functional Solutioning: Facilitate solution design sessions, recommending mid
- and long-term fixes, Influence senior stakeholders to secure buy-in and prioritize solution deployment
4. XFNs aligned remediation plans: Build remediation plans in partnership with relevant XFNs (content, process/policy, product management, data analytics, operations, other support teams and engineering team) to address recurring escalations. Plan, pilot, iterate, and execute global roll-outs of approved solutions, including hypercare support. Monitor key metrics to validate improvements and detect any unintended impacts.
Making: Monitor key metrics, analyze trends, and use insights to influence process enhancements and operational strategies.
- User-Centric Advocacy: Act as a voice for users and creators, ensuring their concerns are understood and addressed in support services and product improvements.
Qualifications
Minimum Qualifications:
- 5 years of experience in operational support within Customer Service, Trust & Safety, or similar areas in online platforms.
- Experience in understanding operational workflows including intake, prioritisation and resolution.
Experience / exposure to customer support related workflows is a plus
- Track record in problem solving complex challenges, using formal RCA methodologies (5-Whys, fishbone, etc.) and in questioning the status quo
- Excellent communication, stakeholder management, and project management skills, able to build and execute multi-stakeholder plans, manage risks, and deliver on schedule
- Proven ability to work effectively under pressure, demonstrating problem-solving skills and drive decision-making.
- Strong analytical mindset with experience in performing analysis and prioritising with ambiguity, conducting RCA and developing actionable insights.
- Passion for improving user and creator experiences on digital platforms, and a self-starter who can manage multiple priorities autonomously and drive projects from inception through delivery and to completion.
Preferred Qualifications:
- Experience with ticketing and CRM tools such as Zendesk, Salesforce, Avaya, or HubSpot.
- Strong data analysis skills, including experience with SQL, Excel, Tableau, or Power BI.
- Background in Trust & Safety, online platform operations, or risk management.
