Overview
Monitor customer experience metrics, scorecards, and operational data to identify trends, surface risks, and recommend opportunities for improvement. Collaborate with infrastructure, planning, forecasting, engineering, and product teams to align capacity enablement activities with customer and business needs. Partner with stakeholders to improve systems, tools, and operational processes that support efficient capacity planning, demand management, and data-informed decision making. Coordinate with cross-functional teams to identify, troubleshoot, and resolve capacity-related blockers impacting customer onboarding, growth, and service delivery. Support customer-facing and field organizations by providing insights, guidance, and recommendations that help optimize resource planning and accelerate customer success. Contribute to an inclusive team culture by promoting collaboration, respect, a
Full job description
Full Job Description
Monitor customer experience metrics, scorecards, and operational data to identify trends, surface risks, and recommend opportunities for improvement. Collaborate with infrastructure, planning, forecasting, engineering, and product teams to align capacity enablement activities with customer and business needs. Partner with stakeholders to improve systems, tools, and operational processes that support efficient capacity planning, demand management, and data-informed decision making. Coordinate with cross-functional teams to identify, troubleshoot, and resolve capacity-related blockers impacting customer onboarding, growth, and service delivery. Support customer-facing and field organizations by providing insights, guidance, and recommendations that help optimize resource planning and accelerate customer success. Contribute to an inclusive team culture by promoting collaboration, respect, accountability, and an environment where everyone can do their best work. Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 3+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 5+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. 2+ years of experience managing cross-functional and/or cross-team projects to deliver business or customer outcomes. Demonstrated experience identifying customer or operational challenges and translating insights into prioritized process, system, or workflow improvements. Experience using data, analytics, and customer signals to identify trends, drive decision making, and improve operational effectiveness. Experience building partnerships and collaborating effectively across engineering, product, operations, and customer-facing teams.
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