The Operational Performance & Excellence Specialist is a key role within the Customer Services Department at Snapp!shop, responsible for driving operational performance, process excellence, and continuous improvement across Contact Center and After-Sales operations.
This role focuses on monitoring operational performance through KPI tracking, identifying process improvement opportunities, optimizing customer support and after-sales workflows, standardizing operational procedures, and enabling data-driven decision-making through dashboards and performance analytics. Working closely with Planning and Workforce Management teams, the position plays a critical role in improving operational efficiency, achieving service targets, and delivering a consistent, high-quality customer experience.
Key Responsibilities:

• Monitor and manage performance across Contact Center (CC) and After-Sales (AS) operations through KPI tracking, operational reviews, and continuous performance improvement initiatives.
• Build, maintain, and automate operational dashboards; consolidate data from multiple sources; generate actionable insights and recommendations to support data-driven decision-making.
• Partner with Planning and Workforce Management (WFM) teams to align capacity, workload distribution, and resource allocation with operational demand and service targets.
• Govern Customer and Seller service performance by tracking key operational metrics including AWT, Ticket Cycle Time, Return Cycle Time, Backlog, and SLA achievement while driving corrective actions when targets are at risk.
• Own reporting, dashboard governance, and performance monitoring for CS CPO, Reverse Logistics CPO, M&D CPO, and After-Sales Packaging CPO by generating operational insights and identifying improvement opportunities to enhance operational efficiency and customer experience.
• Identify process gaps, conduct root cause analysis, and recommend improvement initiatives to optimize operational workflows and service quality.
• Collaborate with cross-functional teams to standardize operational processes, improve execution, and support continuous improvement initiatives across Customer Service operations.

Requirements:

• Bachelor's degree in Industrial Engineering or a related field.
• Experience in Operational Excellence, Performance Management, Process Improvement, or a related field.
• Experience in e-commerce, retail, marketplace, or digital operations is preferred.
• Experience in customer service operations, performance management, and customer analytics is an advantage.
• Strong knowledge of Operations Management and Process Improvement.
• Proficiency in Data Analysis & Reporting.
• Experience in Dashboard Development & Automation.
• Strong understanding of KPI Management and operational performance monitoring.
• Experience in SOP Development and process standardization.
• Strong root cause analysis and problem-solving skills.
• Proficiency in SQL and Database / BI tools (Metabase or similar).
• Strong analytical thinking and attention to detail.
• Excellent problem-solving skills with a data-driven mindset.
• Customer-centric mindset.
• Strong communication and presentation skills.
• Effective stakeholder management and cross-functional collaboration skills.
• High level of execution excellence.
• Continuous improvement mindset.