• Act as the operational project manager for Support initiatives, driving alignment and execution across teams. • Build and maintain Support dashboards and reports that surface insights on SLA attainment, cost per ticket, CSAT, deflection, and efficiency. • Conduct ad-hoc analyses to uncover the drivers of operational performance and recommend data-backed improvements. • Lead and manage the bonus program, partnering with Finance and People teams to ensure accurate calculations, clear communication, and strategic alignment. • Translate support data and insights into actionable recommendations for leadership to improve efficiency, quality, and retention. • Champion the adoption of AI-powered solutions—from chatbots to QA automation to workflow optimization—to continuously enhance Support’s productivity and scalability.