Risk Manager II , Strategic Transformation & Escalation Analytics, STEER

Risk Manager who drives contact elimination governance, escalation analytics, and operational reporting for REs-Q's STEER team. Owns independent data analysis to validate program impact, builds accountability mechanisms for partner team commitments, and translates escalation pattern data into actionable risk intelligence.

This is not a passive reporting role. The RM owns the analytical rigor that holds partner teams accountable for reducing contacts, validates whether interventions are working, and surfaces emerging risks through data before they become operational problems.

Key job responsibilities Work on the contact elimination governance framework: validate partner team roadmaps against OAS targets, conduct independent impact analysis, monitor intervention effectiveness, and escalate when commitments are missed

Perform root cause analysis on volume trends, identifying systemic drivers, upstream ownership gaps, and defect patterns.

Develop data-driven accountability mechanisms: joint data validation processes, formal agreement documentation, active monitoring of timing and impact against committed ECDs

Present data-backed risk assessments, gap analyses, and program recommendations to senior leadership

Build and maintain analytical models that measure contact reduction attribution (distinguishing organic decline from intentional intervention)

Create operational reporting for leadership (WBR/MBR/QBR): metrics narratives with vectors, comparison context, and causal analysis

Partner with science teams to validate AI/automation impact on contact volumes.

Define and instrument success metrics for STEER programs (contact elimination rate, governance compliance, reporting accuracy, DA%)

A day in the life Start day reviewing dashboards and partner team progress against committed ECDs. Identify which initiatives are on track, slipping, and which have stalled without explanation. Validate whether a recently launched item is actually reducing contacts or just displacing them. Meet with partner program teams to challenge their self-reported progress with independent analysis. Build the data section of an upcoming xBR narrative.

Afternoon: deep dive into a volume spike, trace it to root cause, draft the escalation brief with specific owner, impact, and recommended PA. Close the day updating governance tracking and flagging risks.