Ecommerce Incident and Metrics Management

Ecommerce Incident and Metrics Management Objective: Create and strengthen a culture of continuous improvement by collaborating with service areas throughout the end-to-end process, identifying and resolving opportunities that ensure an optimal experience for customers and associates. The role is key to executing initiatives that allow achieving strategic OKRs and optimizing main cost lines of P&L. Main Responsibilities: Analyze, interpret, and extract insights from various data sources to identify trends, patterns, and areas for improvement; Develop and implement metrics and KPIs to measure performance and track progress towards goals; Collaborate with cross-functional teams to design and execute process improvements that drive business outcomes; Identify and prioritize opportunities for cost savings and efficiency gains; Develop and maintain relationships with stakeholders to ensure effective communication and alignment; Provide insights and recommendations to leadership on strategic initiatives and operational improvements. Key Performance Indicators: Measure the effectiveness of incident management processes, track customer satisfaction, and monitor key performance indicators such as first-call resolution rate, average handle time, and overall customer experience.