• Perform various analysis and interpretation to link business needs and objectives for assigned function. • Monitor systems, detect, and manage incidents impacting call center operations. • Lead bridge calls to facilitate collaboration between IT and business partners to restore services quickly. • Conduct business impact assessments, support IVR and telephony platforms, and lead assigned side initiatives to improve detection, response, and overall call center availability. • Support business initiatives through data analysis, identification of implementation barriers and user acceptance testing of various systems. • Identify and analyze user requirements, procedures, and problems to improve existing processes. • Perform detailed analysis on multiple projects, recommend potential business solutions and ensure successful implementations. • Identify ways to enhance performance management and operational reports related to new business implementation processes. • Coordinate with various business units and departments in the development and delivery of training programs. • Develop, share, and incorporate organizational best practices into business applications. • Diagnose problems and identify opportunities for process redesign and improvement. • Formulate and update departmental policies and procedures. • Serve as the subject matter expert on the assigned function product to ensure operational performance. • Ability to travel. • Perform other duties as assigned.

• Support operational projects aimed at improving processes, efficiency and workflow across teams, including accounting, legal and tech functions. • Assist in developing and maintaining standardized processes and documentation • Help coordinate cross-functional initiatives involving legal teams, global vendors, and operations • Assist with project management reporting and stakeholder communications. • Track project progress and follow up on deliverables • Provide administrative and coordination support to the Operations leadership team • Support scheduling, prioritization, and execution of key operational initiatives • Prepare both client and internal-facing reports, presentations, and business reviews • Help manage global vendor relationships, contracts, and internal documentation • Work closely with internal legal teams and global vendors in multiple countries to clarify billing questions and correct data issues • Assisting with the review, and organization of billing-related data for timely submission to our accounting team • Supporting the identification and resolution of billing discrepancies and data issues • Assisting with reconciliation of legal team time, fees, and related billing data • Run regular reports and follow up on missing or unclear billing information. • Maintaining organized billing records and documentation

• Analyze campaign performance (matchbacks, segment/offer results, etc) to distill the why behind the what—cohorts, lift, incrementality signals, creative/offer splits, geo or branch patterns, time trends, and more. • Build the story: draft the executive “headline,” structure the narrative (Context → Signal → So What → Now What), and create speaker notes for AEs/Client Strategists. • Visualize with Tableau: produce clean, reusable dashboards and export-ready visuals (no chart junk, brand-on, executive-friendly). • Own readout assets: monthly performance summaries, QBR slide sections, one-pagers, win/loss insight briefs, and a living “pattern library” of best-practice visuals. • Partner tightly with AEs & Client Strategists to align on hypotheses and the decisions a readout must enable—before you ever open a dataset. • Operational excellence: uphold SLAs, QA your work, and maintain a small component library (templates, color scales, annotations) to speed future builds. • AI-forward workflow: use AI for exploratory analysis, rapid storyboard drafts, code review/snippets, narrative polishing, and outlier detection—responsibly and transparently.

• Act as a key liaison between business stakeholders and technical teams, ensuring alignment between business objectives and delivery execution. • Gather, document, and analyze detailed business and functional requirements across AI, data, and CRM initiatives. • Map current-state and future-state processes, identifying gaps and opportunities for optimization and automation. • Analyze operational and business data to uncover trends, risks, and performance drivers. • Create dashboards, reports, and visualizations using tools such as Excel, SQL, Power BI, or Tableau. • Leverage AI tools to support analysis, accelerate insights, and prototype early concepts or solution approaches. • Translate business needs into functional specifications, user stories, and acceptance criteria. • Partner with developers, architects, and product owners to support solution design, implementation, and testing. • Support delivery tracking by managing requirements backlogs, dependencies, and deliverables. • Facilitate workshops, stakeholder sessions, and working meetings across the project lifecycle. • Evaluate delivered solutions and contribute to continuous improvement initiatives. • Work on CRM-related initiatives (with Salesforce exposure preferred but not required).