Service Delivery Analytics & Planning Manager

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About the Role

We’re looking for a strategic and analytical perator to join our Service Delivery organization as Manager, Service Delivery Analytics & Planning. This role will support operational performance across Trust & Safety Operations through analytics, workforce planning, operational monitoring, vendor budget management, quality insights, and process optimization.

This individual will serve as a centralized operational intelligence function for the organization — translating data into actionable insights, proactively identifying operational risks and performance trends, and helping leadership drive scalable, efficient, and high-quality service delivery outcomes.

The ideal candidate combines strong analytical capabilities with operational thinking, thrives in fast-paced environments, and enjoys solving complex operational problems through data, systems, and process improvement.

Responsibilities

Operational Reporting & Performance Insights

 - Partner with leadership to own KPI, SLA, productivity, and performance reporting across Trust & Safety Operations, building scalable dashboards and frameworks that give visibility into operational health across vendor and internal teams

• Turn data into insights and recommendations that improve efficiency, throughput, service quality, and customer experience  

Performance Governance

 - Partner with the QA leader to build reporting that connects quality outcomes to operational performance, and help establish a balanced framework that evaluates both efficiency and quality  

Operational Monitoring & Mission Control

 -  Serve as the centralized function for operational health monitoring, proactively identifying spikes, anomalies, and emerging risks, and working with Service Delivery and T&S Ops leadership on alerting, root-cause investigation, and mitigation  

Forecasting, Workforce Planning & Allocation

 - Build and maintain forecasting, workforce planning, and capacity models across vendor and internal operations, evaluating demand drivers and staffing trends to improve planning accuracy