• Partner with the VP of Support to deliver actionable insights that inform strategic decisions and improve performance. • Collaborate with the Business Intelligence (BI) team to design, build, and maintain Tableau dashboards that visualize Support performance metrics (CSAT, ticket volume, SLA adherence, handle times, etc.). • Translate complex datasets into clear narratives and recommendations for Support leadership and front-line managers. • Gather analytics requirements and ensure dashboards and reports align with evolving business needs. • Conduct ad hoc and recurring analyses to identify trends, anomalies, and opportunities for operational improvement. • Act as a consultant to the Support team, advising on data interpretation and best practices for using metrics to drive results. • Partner with BI and data engineering teams to validate data accuracy and optimize data models. • Document reporting processes and ensure consistent data governance standards. • Establish and govern data standards in collaboration with operations leadership to ensure consistent, reliable metrics across teams.