- Establish the team’s operating rhythm through KPI reviews, reporting, action planning, and accountability.
- Analyze operational performance, identify trends and root causes, and implement process improvements.
- Design scalable workflows and automation that improve efficiency and reduce operational friction.
- Build repeatable systems, SOPs, and reporting that support long-term operational excellence.
- Manage the daily retention operation, ensuring exchanges, store credit, and returns logic run smoothly through Navidium and Shopify.
- Monitor cart recovery performance and optimize abandoned checkout workflows to improve recovery outcomes.
- Audit and uphold QA compliance across customer support using Gorgias QA, tagging, and agent performance data.
- Track ticket backlog and ensure SLA targets are consistently achieved.
- Lead, coach, and develop customer support agents through QA reviews, performance feedback, and skill development.
- Build reporting and feedback loops that provide leadership visibility while partnering cross-functionally.
Project ManagementShopifyProcess improvement