Lead the continuous improvement agenda across operations
Define vision, governance, and roadmap for operational excellence initiatives
Own and steer the end-to-end Frontline Fixes Program
Ensure clear direction, strong governance, structured roadmap, and measurable impact
Design and lead structured frontline forums to capture agent feedback
Translate frontline insights into well-defined problem statements
Embed a scalable continuous improvement framework
Convert priorities into actionable backlogs and balance quick wins with strategic change
Drive stakeholder alignment, adoption, and long-term cultural change

4+ years of experience in Operational Excellence, Business Analysis, or relevant operational roles
Proven track record leading end-to-end process improvement initiatives with measurable business impact
Strong ownership mindset with ability to independently identify opportunities, define solutions, and drive execution
Demonstrated experience in stakeholder management and cross-functional alignment across Operations, Product, and Technology
Ability to translate complex business challenges into structured problem statements and actionable roadmaps
Data-driven approach with strong analytical and problem-solving skills
Proactive and hands-on attitude with confidence to challenge the status quo and drive change
Experience working in agile environments and leading or collaborating with cross-functional teams or squads
Fluency in English (B2 Upper Intermediate minimum)

Business Analyst

Key skills