Key Responsibilities:

• System Monitoring & Operational OversightMonitor backend systems in line with established SOPs to ensure optimal performance
• Identify anomalies, escalate issues, and maintain operational continuity
• Deliver accurate and timely daily operational reports

• Process Optimization & SOP ManagementDesign, document, and continuously improve Standard Operating Procedures (SOPs)
• Streamline workflows to reduce friction for internal teams and enhance customer experience
• Drive efficiency initiatives across support operations

• Tool & Workflow ManagementEnsure effective utilization of internal tools and systems
• Identify gaps in tooling and recommend improvements for better throughput and accuracy
• Support testing and implementation of new tools or system enhancements

• Reporting & Data AnalysisAnalyze operational data to identify trends, inefficiencies, and opportunities for improvement
• Maintain dashboards, documentation, and reports for leadership visibility
• Provide actionable insights to support data-driven decision-making

• Cross-functional & Adhoc SupportCollaborate closely with management and cross-functional teams
• Support ad hoc initiatives such as process audits, documentation, testing, and system monitoring
• Operate independently or within teams to deliver high-quality outcomes under tight timelines

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