Enablement Analyst, RUM
$77,700–$77,700 year
On-siteRichardson, Texas, United States
Job Summary
Own tracking, monitoring, and reporting of SLAs, KPIs, and service delivery metrics across global teams. Ensure accurate, timely performance reporting for leadership by identifying SLA misses, risks, and gaps to proactively escalate data-supported insights. Develop standardized dashboards, scorecards, and recurring reports to support service delivery reviews while analyzing performance data to identify root causes and systemic issues. Translate complex data into actionable insights for operational leaders and partners with global delivery leaders to identify coverage gaps and scaling risks. Provide data-driven input for staffing, prioritization, and planning decisions, and support operational enablement initiatives by measuring process change effectiveness. Serve as the key analytical partner to the Manager, Operations Enablement & Delivery on service delivery health.
Required Qualifications
- Bachelor's degree preferred or equivalent operational experience
- 3–5+ years of experience in service delivery operations, analytics, enablement, or performance management roles
- Strong analytical and problem-solving skills with the ability to interpret complex operational data
- Experience with SLA management, KPI reporting, metrics analysis, and operational performance tracking
- Ability to clearly communicate insights to technical and non-technical stakeholders
- High attention to detail with a strong focus on accuracy, consistency, and accountability
- Comfortable working with global teams across multiple time zones
- Experience working in data‐driven, metrics‐focused operational environments
- Strong understanding of service delivery operations, SLAs, KPIs, and performance management frameworks
- Advanced proficiency in Microsoft Excel, including pivot tables, formulas, data validation, trend analysis, and basic automation
- Experience developing and maintaining dashboards and reports using Power BI (or similar BI tools), including data modeling, visualization, and insight presentation
- Ability to analyze large datasets to identify trends, risks, root causes, and systemic issues
- Strong data storytelling skills—able to translate complex analysis into clear, actionable insights for operational and executive audiences
- Experience supporting capacity planning, volume forecasting, and productivity analysis
- High attention to detail, strong process discipline, and commitment to data accuracy and consistency
- Effective written and verbal communication skills, with confidence presenting insights and recommendations to stakeholders
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