OPEX Analytics & Digital Transformation Manager
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The OPEX Analytics & Digital Transformation Manager owns the Customer Success performance and enablement ecosystem, integrating Workforce Management, Business Intelligence, CRM/CMS platforms, and Omnichannel strategy into a unified, scalable model.
This role drives end-to-end transformation across the contact center environment, ensuring alignment between capacity, performance, platforms, and customer experience.
Key Responsibilities
Strategic Ownership
• Own the performance management model across EMEA Customer Success.
• Define KPI frameworks, governance models, and performance standards.
Platform & Product Governance
• Own backlog prioritization across SFDC, Twilio, Omnichannel, BI, and WFM.
• Ensure structured release management and platform evolution.
• Balance operational needs with technical capabilities and roadmap priorities.
Digital & AI Transformation
• Drive adoption of AI-enabled analytics, automation, and digital channels.
• Ensure successful implementation and adoption of digital solutions.
Stakeholder Leadership
• Act as key advisor to CS Directors and Operations leadership.
• Drive decision-making through data, insights, and strategic alignment.
Skills, Knowledge & Expertise
ACADEMIC BACKGROUND
• Bachelor’s degree required.
• Preferred in Engineering, Data Science, Operations, or Business.
REQUIRED EXPERIENCE
• 8–10 years in analytics, WFM, platform governance, or transformation roles.
• Proven experience scaling teams and driving transformation.
LANGUAGES
• English required.
• Additional European languages are a plus.
SKILLS /COMPETENCIES
• Strategic thinking and business acumen.
• Strong leadership and influence skills.
• Advanced understanding of contact center operations.
• Expertise in analytics and platform ecosystems
SPECIFIC CERTIFICATIONS/SPECIALTIES/COURSEWORK
• Excel / Data Analytics required.
• Agile / Scrum preferred.
• Project Management certification preferred.
• Data / analytics certifications preferred.
SUPERVISORY RESPONSIBILITIES
• Leadership of multiple functional teams. Multiple locations.
WORK ENVIRONMENT DEMANDS
• High-impact strategic environment.
• Continuous engagement with senior leadership.
• Complex, multi-system operational environment.