Lead Operations Analyst

Role: Lead Operations Analyst

Location: Sri Lanka

Employment Type: Full-TimeAbout the RoleOne of Talent Studio’s key clients is seeking an experienced Operations Analyst to drive operational excellence and program management for its Sri Lankan food-delivery business.This role will oversee day-to-day support operations, develop scalable processes, manage operational incidents, and ensure readiness for product launches and customer- or earner-facing policy changes.Key ResponsibilitiesOperational Performance & InsightsMonitor and improve key support metrics, including CSAT, Contact Rate, and Automation Rate.Analyse operational data, trends, customer contact drivers, and inflow patterns.Identify root causes and translate insights into scalable improvements and measurable business impact.Present operational findings and recommendations to leadership.Program & Incident ManagementManage customer-focused programs from planning through launch and adoption.Ensure operational readiness for product launches, campaigns, and policy changes.Act as the first point of contact during outages, escalations, and major earner- or customer-impacting incidents.Coordinate timely resolutions while maintaining a high-quality customer and earner experience.Process & DocumentationCreate and maintain standard operating procedures, training materials, and operational documentation.Support BPO and partner teams with clear, consistent, and scalable workflows.Ensure operational continuity across support channels.Stakeholder ManagementLead cross-functional initiatives involving Sales, Account Management, Product, Operations, and BPO partners.Maintain strong stakeholder alignment and drive initiatives from planning through execution.Influence outcomes effectively without direct authority.Vendor ManagementManage BPO and vendor performance across earner-support workflows.Monitor service quality, compliance, productivity, and execution standards.Partner with vendors to address performance gaps and improve service delivery.Product & Customer ExperienceGather and communicate Voice of the Customer insights to Product teams.Identify product gaps and submit relevant bug reports and user-experience improvement requests.Help influence the product roadmap based on the needs of the Sri Lankan market.Use AI tools and automation frameworks to improve operational efficiency.What We’re Looking For3–5 years of relevant experience, preferably within merchant operations, retail, logistics, customer service, or a related industry in Sri Lanka.Strong experience analysing operational data, identifying root causes, and developing scalable solutions.Familiarity with operational workflows, support ecosystems, and product processes in fast-growing organisations.Experience working with or managing BPO and vendor teams.Previous experience establishing or scaling operations within a regional or global organisation.Proficiency in SQL, Google Analytics, and advanced Excel formulas.Comfortable using AI tools and automation to improve processes and productivity.Strong communication, stakeholder management, and problem-solving skills.Sound business acumen and the ability to balance immediate priorities with long-term improvements.Ability to work independently and manage ambiguity in a fast-paced environment.QualificationsBachelor’s degree in Business Administration, Data Analytics, or a related discipline is preferred.Fluency in English is required.Business-level proficiency in Sinhala and Tamil would be an advantage.