- Define, own, and drive strong CX team performance and quality standards—including productivity, reliability, and customer satisfaction— while managing operational efficiency and costs
- Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality customer experiences at scale
- Define our talent management strategy, partnering with our Learning & Development team, to define and maintain competency frameworks, career paths, and succession plans
- Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities
- Partner with key stakeholders to staff across channels and equip the team to resolve a variety of complex issue types while navigating ambiguous external dependencies
- Influence across the business, elevating the team's insights through clear data stories and customer-centric narratives, partnering cross-functionally to improve our product and services
- Lead customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn
SQLData AnalysisCross-functional Team Leadership+2 more