Key Responsibilities

• Provide subject matter expert support for ticket strategy and design
• Analyze large amounts of data from varied sources
• Manage ticket KPIs such as volume, rate, service level agreement
• Identify and drive initiatives that reduce ticket rate, prevent new ticket submissions, and improve the customer experience
• Collaborate with partners on ticket
• Strategy and design
• KPIs
• Prevention/reduction initiatives
• strategic change initiatives
• Meet performance metrics and produce quantifiable results related to ticket reduction and prevention