The CS Operations team at Feedzai is looking for a highly motivated person, passionate about Feedzai's mission, who knows how to operate skillfully in business strategy, operational improvement and analytics.
Reporting to the Director of Customer Success Operations, you will partner with functional leads (both within and outside CS), to continually identify and implement process improvements and up-level the way we measure and analyze our performance and act on those insights.
The ideal candidate is someone very experienced in driving changes and who loves data and business analytics, synthesizing complex insights into a simple message.
This is a highly visible and impactful role, based in Portugal, working closely with senior leadership based in different locations around the world.
Understand the entire customer journey, thinking strategically across the department, finding ways to increase operational efficiency and reduce costs.
Collaborate cross functionally with all departments within and outside Customer Success to drive and manage key initiatives that require cross-organizational implementation, in order to support CS in achieving its mission and goals in a cost-effective way.
Develop and track KPIs to evaluate the effectiveness of operational processes on Customer Success, allowing Feedzai to use data to support decision making with minimal effort.
Provide training to the cross-functional teams on the artifacts created (or updated) by the initiatives led by CS Operations.
Monitor, recommend and coordinate CS-wide training and onboarding.
Design and implement scalable solutions that constantly increase efficiency and reduce repetitive manual effort.
Remain up to date with relevant changes and trends in effective distributed team working practices and continuously grow a knowledge of how they may impact and enhance ways of working.
Creatively obtain and validate data, develop and execute quantitative analyses with (potentially incomplete) data, cross-check results to identify potential inconsistencies or limitations.
Optimistic and organized, able to pivot quickly based on shifting demands while maintaining a set list of priorities and focus.
Problem solver and creative change embracer, who never wants to settle for good enough or the status quo
Experience collaborating and building trust and effective working relationships with stakeholders across all levels of the business.
Flexibility, resourcefulness and an ability to thrive in a fast-paced, changing and growing environment.
Take ownership for cross-functional problems with a pragmatic and collaborative approach to solving them.
High emotional intelligence, communication skills and confident presence, able to influence and persuade at all levels.
Experience in driving internal initiatives, facilitating sessions and working with teams to obtain inputs from participants.
Experience in using data to drive insights and decision-making.
Passionate about Feedzai's mission.
Fluent in English, both written and oral. Portuguese is a plus.
Both a proven background in math, science, finance, engineering, or statistics and deep business insight and financial sense are required;
advanced degrees and / or MBA are a plus.
5+ years of experience in business analytics, management consulting, or analytics is required.
Intermediate to advanced knowledge of BI tools.
Proficiency in SQL; experience with Python is a plus.
Experience in exploratory data analysis, performing root cause analyses, modeling business processes, defining metrics and / or measuring business performance.
Track record of linking data and analytics to business strategy and operations.
Willingness and ability to travel, both domestically and internationally.