Analyzes operations to identify efficiency improvements, risks, and compliance gaps. Supports strategic planning, metrics generation, process redesign, risk mitigation, and cross-departmental project coordination. Collaborates with subject matter experts to improve workflows, develop operational initiatives, and align procedures with regulatory requirements. Uses SQL, Excel, and AI tools for analysis, reporting, and process improvement.

Leads Service Management Analysts in delivering client support and meeting response and resolution SLAs. Oversees service queues, workflow allocation, escalations, quality assurance, operational metrics, trend analysis, process improvements, and team development. Partners with Operations, Compliance, Billing, Product, Engineering, and Account Management to resolve issues, improve workflows, reduce client friction, and maintain consistent, compliant service experiences.