• Build and maintain centralized dashboards for CX functions (Technical Support, Customer Success, Account Management). • Monitor and troubleshoot data issues across CX systems (Planhat, Zendesk, Salesforce, Snowflake) — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact. • Define and standardize metrics like Time to Value (TTV), Cost per Contact (CPC), and escalation costs to drive consistency across teams. • Partner with the CX Ops Manager to design reporting and analytics that reveal performance drivers and customer health trends. • Deliver actionable insights on things like ticket trends, customer friction points, and self-service opportunities. • Support ad hoc analysis and campaign targeting requests with scalable, repeatable reporting processes. • Collaborate closely with the Data team to align infrastructure and ensure CX reporting is accurate, consistent, and accessible. • Contribute to process optimization and forecasting projects, using data to improve team efficiency and capacity planning.