data analysis / business analysis / product operations
system design
data visualization tools
Tableau
Power BI
SQL
Excel
statistical analysis tools
Preferred
permission management
queue settings
policy collection
binding
enqueue issue monitoring
completion monitoring
Seek tooling optimization
Responsibilities
Moderation Queue & Management
Own the end-to-end configuration of moderation queues, including creation, permission management, queue settings, policy collection binding, enqueue issue monitoring and completion monitoring to ensure smooth task distribution and governance. Seek tooling optimization for more feasible and efficient queue settings.
Efficiency Metrics Optimization
Monitor and analyze key operational efficiency indicators such as Average Handling Time (AHT) and Utilization Rate (UR). Identify inefficiencies, surface trends, and recommend improvement actions to optimize productivity and maintain quality standards.
Project Readiness & Staffing for New Launches
Ensure timely workforce readiness for new product or policy launches. Plan ramp-up timelines, align with training teams, and validate staffing sufficiency to meet forecasted volumes and SLA expectations.
Monitor active staffing levels and queue capacity to detect early signs of resource saturation. Provide timely warnings and mitigation strategies (e.g., reallocation, overtime, or temp staffing) to prevent operational bottlenecks.
Scenario Planning & Contingency Management
Conduct scenario-based planning to account for potential volume surges, platform changes, or crisis events. Develop contingency plans to safeguard moderation continuity and maintain SLAs.
Stakeholder Collaboration & Communication
Work closely with Product Ops, Vendor Management, QA, and Policy teams to align capacity plans with evolving business priorities and ensure shared visibility into staffing risks and mitigation plans.
Requirements
Bachelor's degree or above in Mathematics, Statistics, Computer Science, Engineering, or a related field.
At least 2 years of experience in data analysis, business analysis, or product operations.
Familiarity with metrics system design, attribution analysis, and goal-setting methodologies.
Proficient in data visualization tools (e.g., Tableau, Power BI), SQL, Excel, and statistical analysis tools.
Preferred
Strong communication skills, with the ability to collaborate effectively across teams and stakeholders.
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