- Own the end-to-end daily operations of the RTA function across all Lines of Business, ensuring queue stability and SLA adherence
- Act as the primary source of truth for live operations, driving root cause analysis and operational decision-making during critical incidents
- Lead and develop a team of RTAs by establishing high performance standards, coaching toward autonomy, and creating a culture of operational ownership
- Build scalable queue management frameworks and evolve operational playbooks to reduce dependency on tribal knowledge
- Continuously evaluate and improve existing SOPs, workflows, and escalation processes using first-principles thinking
- Partner cross-functionally with Workforce Management, Operations, Vendor Management, and Leadership teams to provide operational clarity and drive alignment
- Maintain strong technical proficiency in Google Sheets and operational tooling to build models, automate workflows, and support forensic investigations
- Provide concise, executive-level operational narratives that communicate business impact, operational risks, and recommended actions clearly
Google Sheets