• Support the Customer Operations Manager in operational planning and project management. • Support rollout and optimization of CX tooling (AI automation, QA platforms, WFM tools) • Execute on operational initiatives from scoping through implementation • Partner cross-functionally with Product, Data, and CX leadership to move projects forward • Maintain clear documentation and operational hygiene across initiatives • Analyze trends across automation containment, QA signals, SLA performance, and CSAT • Build summaries and dashboards that translate operational data into clear insights • Conduct structured deep-dives when issues arise, bringing facts not anecdotes • Support executive-ready reporting for planning and reviews • Identify workflow inefficiencies and propose improvements • Test and validate new automations before full rollout • Partner with the Systems Admin and Data team to ensure clean implementation • Help monitor impact post-launch and iterate quickly • Step in to investigate operational friction points • Provide neutral, structured analysis across CX cores • Drive follow-through on initiatives that require cross-functional coordination.