Care & Service Operations Lead — Remote + Unlimited PTO

United States Digital Space LLC; Lahore; Hybrid; PKR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Healthcare benefits

Unlimited vacation

Remote work 30 days/year

Job summary

United States Digital Space LLC is seeking a Care & Service Operations Lead to drive operational excellence across customer and Captain support, ensuring SLA health and CSAT integrity while coordinating with Product, Tech, and vendor partners.

The role emphasizes end-to-end ownership, data-driven problem solving, and developing scalable SOPs and training across multi-vendor environments.

Qualifications

• Master's degree in Business Administration, Data Analytics, Operations Management, or related field.
• 2–3 years in Care Operations, Quality Assurance, or Customer Experience in high-volume environments.
• Strong ability to query raw databases (SQL/Trino) for deep dives beyond dashboards.

Responsibilities

• Investigate SLA breaches, CSAT fluctuations, and operational anomalies using data.
• Own vendor accountability with BPOs, conduct audits and calibration sessions.
• Draft and update SOPs and process flows for scalable operations.
• Monitor daily SLA performance and mitigate breaches across cross-functional handoffs.
• Collaborate with Product and Tech to scope, test, and launch workflow automations.

Skills

SQL/Trino

Vendor governance

SLA management

Data analysis

SOP drafting

Stakeholder management

Cross-functional collaboration

Executive communication

Root-cause analysis

Process improvement

Education

Master's degree

Job description

United States Digital Space LLC is seeking a Care & Service Operations Lead to drive operational excellence across customer and Captain support, ensuring SLA health and CSAT integrity while coordinating with Product, Tech, and vendor partners.

The role emphasizes end-to-end ownership, data-driven problem solving, and developing scalable SOPs and training across multi-vendor environments.