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About the Role

The Operational Performance Lead Analyst for Support Services is a high-impact analytical leadership role responsible for owning the performance truth for Support Services and ensuring that strategic initiatives and operational changes deliver measurable outcomes.

This role sits at the intersection of data, operations, and decision-making, partnering closely with the BEP Director, Principal Business Partner, and Analytics COE to translate performance signals into clear insights, early warnings, and fact-based decision support.

This is an ideal role for high-potential analysts or operational leaders who want to move beyond reporting into enterprise influence, outcome ownership, and strategic problem-solving.

Key Responsibilities

Own the performance truth for CX and Support Services, serving as the authoritative source of insight on operational health, outcomes, and risk across initiatives, programs, and ongoing execution.

Perform advanced statistical analysis and modeling on structured and unstructured datasets to identify trends, patterns, drivers, and root causes impacting operational performance, delivery outcomes, and customer experience.

Translate complex performance data into decision‑ready insights, moving beyond reporting to frame implications, trade‑offs, and recommendations for senior leaders.

Design, create, and evolve performance metrics, KPIs, and analytical frameworks, balancing leading and lagging indicators to reflect both operational execution and strategic priorities.

Develop and maintain dashboards, reports, and visualizations using data visualization tools and techniques that support clear data storytelling, interpretation, and understanding of trends of business importance.

Provide early warning signals and proactive guidance by detecting emerging risks, performance degradation, or opportunity areas before they materially impact outcomes.

Partner closely with senior stakeholders, including the BEP Director, Principal Business Partner, and Analytics COE, to align on performance questions, interpret results, and shape actions.

Collaborate with technology, development, and data management teams to understand data and analysis needs, define technical requirements, and ensure the right data is captured from internal and external sources.

Create, maintain, and refine analytical and statistical models to support both ongoing performance monitoring and ad hoc deep‑dive analysis tied to strategic initiatives and operational changes.

Measure and validate the impact of strategic initiatives and operational changes, ensuring intended outcomes are clearly defined, tracked, and realized over time—not just at launch.

Influence operational and strategic direction by connecting analytical insights to concrete actions, priorities, and investment decisions.

Drive continuous improvement by identifying systemic issues, scalability challenges, and best practices across Implementation Services and feeding insights back into planning, readiness, and capacity assumptions.

Basic Qualifications

• Strong analytical foundation, with experience in performance analysis, operational analytics, business intelligence, or strategy within complex, cross-functional environments.
• Proven ability to move from data to insight to action, demonstrating ownership of outcomes rather than just deliverables or reports.
• Experience partnering with senior leaders, translating analytical findings into clear, concise, and credible recommendations.
• Operational mindset, with the ability to understand end-to-end processes, constraints, and trade-offs in managed services environments.
• Advanced data skills, including comfort working with large datasets, KPIs, dashboards, and analytical tools (e.g., SQL, BI platforms, Excel, or equivalent).

Preferred Qualifications

• Strong business judgment and critical thinking, with the ability to prioritize what matters most and challenge assumptions using data.
• Excellent communication and storytelling skills, able to distill complex analysis into executive-level insights and narratives.
• High learning agility and curiosity, with a track record of quickly understanding new domains and driving clarity in ambiguous situations.
• Demonstrated leadership potential, whether through formal leadership roles or informal influence across teams and functions.
• Support Services business knowledge preferred