Leads operational planning and execution of one or more clinical trials as part of a global, cross - functional team in clinical drug development. Opportunity to demonstrate leadership and technical skills while collaborating with stakeholders.
About the role
- Lead and develop teams analyzing customer performance and planning strategies in a flexible work environment. Drive insights and improvements to support the operational goals of Flash.
Responsibilities
- People Development: Lead and develop the Performance Analysts and Planning teams, fostering a culture of high performance, autonomy, solution orientation and customer centricity
- Performance Management and Dashboards: Lead the design, evolution and maintenance of CX KPIs, ensuring visualization tools (dashboards) accurately reflect operational health and business results
- Data & Insights Culture: Act as the primary intelligence hub, analyzing customer behavior trends and patterns to identify friction points and improvement opportunities across the journey, always evaluating effort versus impact
- Storytelling and Executive Reporting: Consolidate and present results in executive forums, translating complex data into strategic narratives and clear action plans for different organizational levels
- Capacity Planning (WFM): Ensure accuracy in volume modeling (forecasting) and team sizing (capacity planning), proposing structures that balance service levels and financial efficiency
- Service Innovation: Propose and model new service formats and structures that maximize efficiency and customer satisfaction
- Financial Management: Control the area's budget (Budget vs. Actual), monitor cost lines and identify saving opportunities without compromising the customer experience
- Stakeholder Management: Collaborate actively with Operations, Operational Excellence and other business teams to design strategies aimed at continuous CX improvement
- Lead by Example: Support the resolution of complex problems, providing technical support to the team on analysis, development or modeling bottlenecks whenever necessary
Requirements
- Leadership Experience: Experience managing analytical and/or planning teams within CX structures
- Advanced Analytical Skills: Experience with BI tools and data manipulation (SQL is a significant advantage)
- CX Metrics Management: Proficiency with CX indicators (e.g., Productivity, CSAT, NPS, FCR, SLA, Average Resolution Time)
- Expertise in Planning (WFM): Deep knowledge of demand forecasting methodologies, Erlang C, and scheduling/staffing management
- Education: Bachelor's degree in Engineering, Business Administration, Economics, Statistics, or related fields
Benefits
- Flash Card (the beloved pink card!) with flexible benefits: meal, grocery, transportation, health, education, culture and wellness
- Health insurance
- Life insurance
- Extended maternity and paternity leave + childcare assistance
- Day off on your birthday 🎂
- Hybrid and flexible work model + home office allowance + in-office experiences
- Exclusive discounts with partners through the Flash app
- TotalPass
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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