Role Purpose

Design, lead, and operate the organization’s Business Intelligence and Early Warning function, transforming operational, quality, and behavioral data into actionable insights that anticipate risks, prevent churn, and support strategic decisions for Client Success and Growth.

Key Responsibilities

• Lead the indicator control and early warning function as the intelligence hub for Client Success and Operations.
• Design, build, and continuously evolve the Leading Indicators framework.
• Analyze large volumes of operational, QA, and behavioral data.
• Develop and maintain executive and operational dashboards.
• Proactively alert on at-risk clients and explain root causes and recommended actions.
• Supervise the team of analysts and the Help Desk team.
• Integrate QA and support insights into the early warning system.
• Elevate the organization’s analytical maturity level.

Candidate Profile

Senior professional with strong character, independent judgment, and the ability to defend analyses before executive leadership. Capable of challenging assumptions, driving uncomfortable conversations, and prioritizing business impact over passive reporting.

Experience & Background

• 6–10+ years in Business Intelligence, Analytics, advanced QA, or Operations Analytics.
• Experience building predictive indicators and alert models.
• Preferred experience in BPO, professional services, SaaS, or multi-client environments.