فرصت‌های شغلی ستون

We are looking for an analytical and collaborative Operational Excellence Supervisor to improve customer experience and operational performance through data-driven insights, customer journey measurement, and cross-functional process monitoring.
The role will be responsible for building a structured Voice of Customer (VoC) framework, defining customer experience measurement standards, developing actionable dashboards, and establishing monitoring processes across different stages of the customer journey. The ideal candidate combines strong business data analysis skills with a customer-centric mindset, problem-solving capabilities, and the ability to collaborate effectively with cross-functional teams.

Key Responsibilities

1. Customer Insights & Voice of Customer (VoC) Analysis

Develop and maintain a centralized VoC database to consolidate customer feedback from multiple channels.
Design and maintain a structured customer pain-point taxonomy to categorize and analyze recurring issues.
Identify top customer issues, emerging problems, and customer sentiment trends.
Analyze customer feedback to identify unmet needs, recurring friction points, and improvement opportunities.
Translate customer insights into actionable recommendations for relevant teams.

2. Customer Experience Measurement Framework

Define and implement a Customer Experience (CX) Measurement Framework, including KPIs, measurement methods, and reporting standards.
Establish consistent metrics to evaluate customer experience and operational performance across the customer journey.
Define measurement criteria for different customer segments, touchpoints, and journey stages.
Monitor trends, identify performance gaps, and recommend corrective actions.

3. Dashboard Development & Business Data Analysis

Design, develop, and maintain dashboards tailored to the needs of different teams and stakeholders across the customer journey.
Analyze customer behavior, operational data, feedback, and performance metrics to identify patterns and root causes.
Translate complex datasets into clear, actionable insights that support operational and business decisions.
Ensure data accuracy, consistency, and reliability across reports and dashboards.
Track key trends, performance deviations, and improvement initiatives over time.

4. Cross-Functional Process Monitoring & Operational Excellence

Establish monitoring processes and review routines across customer journey stages in collaboration with relevant teams.
Define process control points, performance indicators, reporting cadences, and escalation mechanisms.
Monitor cross-functional handoffs and identify process gaps, inefficiencies, and recurring operational issues.
Facilitate root-cause analysis and coordinate improvement initiatives with process owners.
Track corrective actions and follow up on their implementation and effectiveness.
Promote a data-driven, customer-centric, and continuous improvement culture across the organization.

Requirements

Experience & Knowledge

Minimum 5 years of relevant professional experience in Business Data Analysis, Business Operations, Operational Excellence, Customer Experience Analytics, or a related field.
Strong knowledge of business data analysis principles, including data collection, data cleaning, data validation, exploratory analysis, and insight generation.
Proficiency in SQL and hands-on experience with BI and dashboarding tools such as Power BI, Tableau, Metabase, or equivalent.
Good understanding of statistical analysis, KPI design, trend analysis, and performance monitoring.
Familiarity with customer journey mapping, customer segmentation, and customer lifecycle management.
Understanding of VoC methodologies, customer feedback analysis, and CX measurement frameworks.
Experience in process analysis, root-cause analysis, and continuous improvement initiatives.
Ability to translate business problems into analytical questions, measurable indicators, and actionable recommendations.

Analytical & Technical Skills

Business data analysis and interpretation.
SQL-based data extraction and analysis.
Dashboard design, data visualization, and reporting.
KPI definition and performance measurement.
Customer feedback categorization and sentiment analysis.
Customer journey and segment-level performance analysis.
Root-cause analysis and problem-solving methodologies.
Data quality assurance and validation.
Process mapping and performance gap identification.

Soft Skills

Strong analytical thinking and structured problem-solving abilities.
Excellent communication and cross-functional collaboration skills.
Ability to translate complex data into clear business insights.
Strong attention to detail and commitment to data accuracy.
Proactive mindset with a focus on identifying problems before they escalate.
Ability to influence stakeholders and drive follow-through without relying solely on direct authority.
Strong organizational skills and the ability to manage multiple priorities.
Customer-centric mindset and a continuous improvement orientation.

Preferred Qualifications

Experience in cloud services, B2B technology, SaaS, telecommunications, or other service-oriented businesses.
Familiarity with customer experience metrics such as CSAT, NPS, CES, retention, churn, and complaint resolution performance.
Experience with customer feedback platforms, CRM systems, ticketing systems, or customer support analytics.

Benefits

Supplementary health insurance for you and your family (supports most treatments, including psychotherapy).
Competitive salary with regular promotion opportunities.
Reimbursement for educational courses, internet, and even programs for self-development. (like art classes or learning a new language, etc.)
Flexible working hours, including remote work opportunity.
An exciting work environment with talented colleagues, cultural diversity, with an open environment for new ideas.
We provide everything you need to work comfortably, such as laptops, equipment for remote work, etc.
Various on-site meals and snacks.