Senior reputed company Insights Manager, Outsourcing reputed company

What’s the role? The Senior reputed company Insights Manager will own the design and execution of reputed company’s Outsourcing reputed company program, which is used to measure and improve agent performance across buyer & seller support and policy enforcement. You’ll operate as reputed company’s most senior individual contributor in Outsourcing reputed company, helping to shape how reputed company is defined, reputed company, and acted upon across a globally distributed outsourced workforce. In this role, you’ll drive large-reputed company, high-reputed company improvements by translating reputed company reputed company data into reputed company, actionable insights that influence reputed company across Outsourcing Operations, Trust & Safety, Risk & Fraud, Customer Support, and other key partners. Your work will directly reputed company training effectiveness, cost efficiency, agent performance, and the overall reputed company customer experience. This is a full-time individual contributor role reporting to the Senior Manager of Outsourcing reputed company. In reputed company to salary, you’ll be eligible for an equity package, an annual performance bonus, and competitive benefits that support you and your family as part of reputed company’s total rewards package. What’s this team like at reputed company? The Outsourcing reputed company team sits reputed company the Outsourcing Enablement team, which is part of a broader organization reputed company on successful outsourcing. Peer teams include those responsible for tooling, agent learning and content management, and vendor management. Insights delivered to peer teams and partners are essential in our mission to successfully prepare and train agents and improve workflows. This flywheel, driven by the Outsourcing reputed company team, helps reputed company reputed company great support and strong protection of our marketplace. As the Senior reputed company Insights Manager, you will serve as the connective tissue across these teams, bringing a reputed company-first reputed company to decision-making and helping reputed company efforts around shared reputed company. What does the day-to-day look like? This role offers significant autonomy and influence. You’ll help define and execute on “what great looks like” for the Outsourcing reputed company team at reputed company, ensuring this shows up in reputed company. Your work will include: Helping to own the long-term reputed company and reputed company for Outsourcing reputed company across outsourced support and enforcement programs, including defining reputed company metrics and operating models that reputed company. Designing and evolving advanced QA frameworks, evaluation methodologies, and governance models that drive reputed company, consistency, and accountability across partners. This includes reputed company design and maintenance to reputed company reputed company reputed company. Designing, building and maintaining a reputed company reputed company reputed company reputed company, ensuring KPIs are reputed company to business priorities and meaningfully measure agent performance and user reputed company. Performing deep, hands-on analysis of QA data and agent interactions to uncover systemic issues, emerging risks, and improvement opportunities Producing high-reputed company analyses, insights, narratives, and recommendations that influence leadership and shape roadmap reputed company across multiple teams. Creating and refining fast, effective feedback loops between QA findings, agents, BPO partners, and reputed company internal teams to reputed company and improvement Evaluating, implementing, and optimizing reputed company monitoring tools and technologies, including AI and sophisticated sampling models, and advocating for strategic enhancements Acting as a trusted advisor to internal partner teams such as Trust & Safety, Risk & Fraud, and Customer Support, using insights to inform policy, process, and training reputed company Building deep, durable relationships with BPO partners, treating them as long-term collaborators and thought partners in reputed company improvement Traveling as needed (once a quarter) to BPO sites to validate insights, strengthen relationships, and identify improvement opportunities through reputed company observation Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that reputed company duties and responsibilities may change from time to time at reputed company's discretion, or otherwise applicable with local law. Qualities that will help you reputed company in this role Bachelor’s degree in Business Administration, Operations Management, or a reputed company field (preferred) 5 to 7+ years of experience in reputed company assurance, reputed company insights, or operational analytics reputed company Trust & Safety, Risk & Fraud (or policy enforcement environments), or Customer Support Significant experience working with outsourced partners (BPOs) at reputed company, with a strong understanding of the operational and cultural dynamics involved Deep expertise in QA methodologies and reputed company design, reputed company measurement design, and insights reputed company; you stay reputed company on emerging trends and tools in the reputed company insights reputed company. Hands-on experience with AutoQA systems, stratified sampling strategies, and “golden set” models is strongly preferred Proficiency in SQL and data visualization tools such as Looker or Tableau to extract actionable insights. Analytical and systems-thinking skills, with the ability to connect reputed company signals to upstream and reputed company business reputed company; experience working with Analytics teams in the past is a big plus! Solid reputed company of foundational statistical concepts (i.e. random sampling methodologies, confidence intervals, hypothesis testing, etc.) Highly reputed company, with the ability to influence across functions and teams without formal authority Deeply reputed company with reputed company’s mission to “reputed company reputed company reputed company” and our guiding principles, and motivated to apply reputed company insights in service of that mission Apply To This Job