Description

You will own end-to-end strategy and execution for customer experience programs and issue area support.

Responsibilities

• Act as the single-threaded owner for issue area support, communicating metric movements and driving shared understanding for product and ops launches.
• Develop solutions to remediate key metric shifts through product or process updates.
• Own operational updates for support flows, including agent feedback loops, escalation paths, queue development, and knowledge management.
• Design and improve processes that drive customer experience strategy and operational excellence.
• Prioritize stakeholder alignment and produce high-quality deliverables for audiences ranging from specialists to senior leaders.

Required Skills

• 6+ years of experience in consulting or operations within a high-growth tech company or a large, complex technology environment.
• Expertise in project management, specifically managing multiple complex projects simultaneously.
• Proven experience leading large-scale functional teams.
• Strong background in operations and customer experience strategy.
• Ability to manage IT escalation and support flows.
• Effective communication skills for managing project plans, presentations, and analyses.
• Experience navigating ambiguity to bring ideas to fruition.
• Ability to drive cross-functional collaboration and stakeholder alignment.

Preferred Skills

• PMP or similar project management certification.
• Process improvement certification such as Lean or Six Sigma.
• Change management experience involving organizational transformations.

Key Skills

Education

Any Graduate