- Partner with cross-functional stakeholders to influence the product roadmap and company-wide strategy
- Synthesize customer trends, collect product feedback, and find points of friction
- Coach managers to ensure their teams meet goals and are successful in their day-to-day work and beyond
- Monitor and define KPIs, OKRs, and operational work that keeps the team moving
- Define strategy for the CX organization
- Collaborate on internal processes, policies, documentation, and training that supports the overall team
- Support our customers by handling high-visibility internal and external escalations