Description

Key Responsibilities:

• Customer Impact Focus: Identify operational pain points that affect customer experience and internal resource efficiency; develop and implement solutions that improve satisfaction and performance.
• Operational Issue Resolution: Serve as the escalation point for complex operational challenges; drive root cause analysis and corrective actions.
• Cross-Functional Leadership: Lead and coordinate initiatives and issue resolution, involving two or more work streams across Commercial Excellence and other business units (e.g., Sales, Marketing, Supply Chain, Customer Service). This includes preparing a project plan, task assignment with progress monitoring through completion.
• Strategic Alignment with CDWG: Ensure initiatives align with organizational priorities in Commercial Data Working Group, and customer-centric strategies; communicate progress and outcomes to Commercial Excellence Leadership Team and other leaders as needed.
• Process Optimization: Analyze workflows and propose improvements to enhance speed, quality, and cost-effectiveness across impacted areas.
• Stakeholder Engagement: Build strong relationships with internal teams and external partners to foster collaboration and accountability inclusive of partnering with Data Governance, Data Domain Owners/Product Managers, and other CE teams as appropriate.
• Meeting Governance: Organize structured meeting cadences across work streams, ensuring each meeting has a clear purpose, agenda, defined outcomes and manage within the established time. Escalate issues or delays proactively and recommend appropriate mitigation paths.
• Meeting Hygiene & Accountability: Maintain strong meeting discipline, including effective time management, stakeholder engagement, and clear tracking of action items and follow-ups.
• Performance Measurement: Define KPIs for operational initiatives; monitor and report on impact to customer experience and resource utilization.

Skills:

• Strong understanding of customer experience principles and operational excellence frameworks.
• Exceptional problem-solving, analytical, and communication skills.
• Ability to influence and lead without direct authority in a matrixed environment.
• Proven track record of delivering results in complex, multi-stakeholder projects.

Education:

• Bachelor's degree in business, Operations, or related field; MBA preferred.
• 7+ years of experience in program management, operations, or cross-functional leadership roles

Key Skills

Education

Bachelor's degree