Customer Support Operations Strategist

Job Summary

Leading the development and management of operational analytics and reporting functions, the full-time remote Customer Support Operations Strategist will partner with various teams to define KPIs, create dashboards, and transform operational data into actionable insights to enhance decision-making and customer outcomes.

Key Responsibilities

• Design and maintain operational dashboards and reporting frameworks for AI Cloud Support and Infrastructure Operations
• Define and track operational KPIs, ensuring data integrity and governance across reporting systems
• Analyze operational data to identify trends and deliver actionable recommendations for optimization

Required Qualifications

• Bachelor's degree in Information Systems, Data Analytics, Computer Science, Engineering, or a related field
• 3-7+ years of experience in operations analytics, reporting, or business intelligence within a cloud or infrastructure environment
• Strong hands-on experience with Jira reporting and dashboard development
• Familiarity with BI platforms such as Power BI, Tableau, or Looker
• Experience with SQL, Python, JQL, or other scripting/query languages preferred