Customer Onboarding & Integration Operations Lead

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

📋 Description

• Oversee queues with the Customer Onboarding & Integration Manager to achieve service-level targets and enhance operational effectiveness.

• Prioritize and assess team cases, address at-risk tasks, and fulfill service-level goals.

• Escalate urgent requests and follow up for swift resolution.

• Evaluate historical data to predict workload increases and prepare the team for heightened demand.

• Monitor dashboards to detect trends and opportunities for improvement.

• Track team performance metrics and offer actionable insights.

• Standardize reporting practices and compile performance reports for leadership and stakeholders.

• Oversee a quality assurance program by evaluating customer interactions and performance against established standards and policies.

• Transform quality assurance data into insights and targeted documentation to address knowledge gaps.

• Ensure workflows align with organizational policies and regulatory standards.

• Identify inefficiencies in case management and implement enhancements for productivity.

• Recognize compliance issues and establish preventative strategies.

• Support projects that maintain customer accounts in good standing and compliant with regulatory and legal requirements.

⛳️ Requirements

• Proven experience in implementing and monitoring Key Performance Indicators (KPIs).

• Strong background in data-driven approaches involving KPIs, dashboards, reporting, and trend analysis.

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

• Advanced Excel capabilities with the ability to convert findings into business recommendations.

• Familiarity with Salesforce reporting and data management across multiple platforms and systems.

• Proficient in Power BI, Tableau, dashboards, scorecards, or similar data visualization tools.

• Comfortable utilizing AI tools, including prompt engineering, AI assistants, or basic AI agents.

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

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

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

• Strong analytical skills in data analysis and auditing.

• Customer-oriented mindset with a strong 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 insurance.

• Backup dependent care support.

• Adoption assistance programs.

• Coverage for infertility treatments.

• Family building support resources.

• Behavioral health solutions available.

• Paid parental leave benefits.

• Paid caregiver leave options.

• Access to training programs.

• Resources for professional development.

• Mentorship opportunities.

• Employee resource groups.

• Volunteer activities available.