Customer Onboarding & Integration Operations Lead

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Oversee queues and take necessary actions to achieve service level objectives and enhance operational efficiency.

• Prioritize and manage cases within the team, proactively addressing any work at risk.

• Serve as the escalation point for urgent requests and follow-up actions.

• Analyze historical data to anticipate workload surges and prepare the team for increased demands.

• Monitor dashboards to detect trends and identify opportunities for improvement.

• Track and evaluate team performance metrics, offering recommendations to boost efficiency and effectiveness.

• Standardize reporting procedures and create regular performance reports for leadership and stakeholders.

• Advocate for a consistent quality assurance program by assessing customer interactions against established standards and policies.

• Convert quality assurance data into actionable insights and develop documentation to bridge knowledge gaps.

• Ensure that processes and workflows adhere to organizational policies and regulatory standards.

• Identify inefficiencies in case management and implement process enhancements.

• Detect potential compliance issues and establish preventative measures.

• Assist with projects to ensure customer accounts remain compliant with regulatory and legal standards.

⛳️ Requirements

• Proven experience in implementing and monitoring key performance indicators (KPIs).

• Strong data-driven expertise in KPIs, dashboards, reporting, and trend analysis.

• Experience in developing dashboards, reports, and data visualizations.

• Advanced proficiency in Excel and the ability to translate findings into actionable business recommendations.

• Familiarity with Salesforce reporting and data integration from multiple platforms and systems.

• Experience with Power BI, Tableau, or other data visualization tools to create dashboards and scorecards.

• Comfortable using AI tools, prompt engineering, AI assistants, or simple AI agents.

• Hands-on experience with customer communication, onboarding workflows, and regulatory compliance processes.

• Bachelor’s degree in data analytics, business analytics, computer science, information systems, statistics, mathematics, business administration, or a related field, or equivalent experience required.

• 4+ years of experience in business intelligence, data analytics, reporting, data visualization, analytics engineering, or a related field required.

• Strong analytical capabilities with expertise in data analysis and auditing.

• Customer-centric mindset and exceptional attention to detail.

• Excellent problem-solving skills with a proactive, solution-focused approach.

• Proven success in driving quality assurance-related behavioral changes across teams.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.