Partner Performance & Insights Analyst, CS Operations

As our Community Support Partner Performance & Insights Analyst you will be owning CS partners9 performance management data related processes. You will be a part of the Vendor Management Area & will collaborate closely with other internal teams. Your goal is to drive Vendor Management performance goals, build and maintain performance dashboards, reporting processes, provide insights of trends and deviations, suggest areas for improvements and resolve issues based on analysis of reports.

• Gather, clean, and organise structured datasets from diverse sources to facilitate comprehensive analysis and reporting.
• Develop and maintain dashboards and reports that provide clear insights and highlight key performance metrics.
• Contribute to setting and tracking vendor management goals, ensuring alignment with performance objectives.
• Translate complex data insights into concise, informative, and persuasive communications for stakeholders within function.
• Proactively identify opportunities for process enhancements and implement changes to improve data analysis and reporting efficiency.
• Analyse CS partner performance trends and drivers to identify improvement opportunities and provide actionable recommendations.
• Evaluate different improvement approaches, measure their impact, and recommend data-driven changes to strategies, KPIs, and targets.
• Own and monitor performance data among internal stakeholders and through third-party integrations. This includes managing data sourced from internal tools and ensuring it is visible and accessible to stakeholders and vendor teams accordingly.
• Collaborate with the Data Science and Analytics (DSA) team to identify and resolve any data-related issues efficiently.
• Proactively engage in self-improvement and professional growth within the data analytics field.

• You bring solid experience analysing third-party and/or BPO operations (ideally within customer service or business operations), understanding how external partner performance impacts internal SLA9s and broader business outcomes.
• You are highly data-driven and adept at querying, modelling, and interpreting complex datasets. You translate raw performance metrics, KPIs, and variance analysis into actionable insights and strategic recommendations.
• You possess exceptional communication skills, effectively translating complex data into compelling narratives for leadership and leveraging insights to influence partner behaviour and internal strategy without direct authority.
• You are highly organised, adept at tracking partner performance against expectations, managing concurrent analytical initiatives, and keeping multiple projects on schedule.
• You are fluent in English (written and spoken)
• You collaborate effectively with cross-functional teams

Nice to have

• Solid foundation in data querying and manipulating large datasets, with practical experience in BigQuery and programming (e.g., SQL/Python) being a distinct advantage.

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Access to all the tools & tech needed for work
• Home office support: we provide IT workstation equipment and a personal budget of up to 540 for home workplace furniture
• Private health insurance
• Confidential Employee Assistance Program (EAP) for you and your family
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office
• In Vilnius office: gym & in-house meals at friendly prices
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast