- Own performance, staffing strategy, and organizational health across multiple pods.
- Lead and develop a layer of managers and senior individual contributors.
- Set the operating cadence through goal-setting, business reviews, and action plans.
- Drive workforce planning including headcount, hiring, and capacity modeling.
- Serve as the senior escalation leader for critical customer issues and P0/P1 incidents.
- Build scalable operating mechanisms, SOPs, and quality standards.
- Influence product and engineering priorities by surfacing patterns from escalations.
- Lead change management and cross-functional programs.
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