Senior Manager, Strategy & Planning

Key Responsibilities: 1. Strategy Development and Execution a. Strategic Planning: Partner closely with the Senior Director and leadership team to shape the CX & Service Operations strategy, ensuring alignment with company priorities and financial targets. b. Translation to Execution: Convert strategic priorities into clear roadmaps, initiatives, and OKRs across Service Operations. c. Prioritization: Support trade-offs and decision making by bringing structure, data, and clear recommendations to leadership. 2. Chief of Staff and Governance a. Operating Cadence: Own and run core governance forums, including MBRs, QBRs, leadership reviews, and All Hands. b. OKR Management: Track progress against OKRs, ensuring clear ownership, visibility, and accountability across teams. c. Executive Support: Act as a thought partner to the Senior Director, preparing materials, defining narratives, and ensuring alignment ahead of key decisions. 3. Cross-Functional Program Delivery a. Project Leadership: Lead and drive highly complex, cross-functional initiatives across Product, Finance, Marketplace, Vendor Ops, and Support teams. b. Execution Tracking: Ensure initiatives are delivered on time, with clear milestones, risks identified early, and mitigation plans in place. c. Problem Solving: Act as the escalation point for key blockers, driving resolution across teams and senior stakeholders. 4. Performance Management and Insights a. KPI Ownership: Track and analyse core operational metrics (CSAT, contact rate, cost per contact, cost to onboard, automation rate, etc.) to identify performance gaps and opportunities. b. Insight Generation: Translate data into actionable insights and recommendations to improve both customer experience and cost efficiency. c. Reporting: Deliver clear, concise updates to leadership on performance, risks, and progress against strategic priorities Strategy and Execution Experience: 5+ years in strategy, operations, consulting, or program management roles, with a strong track record of driving execution in complex environments. Structured Thinking: Strong ability to bring clarity and structure to ambiguous problems and translate strategy into action. Stakeholder Management: Proven ability to influence senior stakeholders and work effectively across multiple functions and regions. Analytical Skills: Comfortable working with data, defining metrics, and using insights to drive decisions. Ownership Mindset: High level of accountability, with a bias for action and focus on outcomes. Communication: Clear and concise communicator, able to distill complex topics into simple narratives for leadership. Adaptability: Able to operate in a fast-paced environment with multiple competing priorities Education: Bachelor’s degree in Business, Operations, or a related field.