Drive the holistic performance of the consumer support ecosystem, balance unit cost optimization with CSAT and delivery. Pioneer an AI-first problem-solving framework to resolve systemic user friction at scale through automation and predictive insights.
Support the organization from a cost center to a growth catalyst. Empower the vendor workforce to drive subscription adoption and expansion through high-value interactions that maximize customer lifetime value (CLV) and minimize churn.
Build high-impact alliances with external vendors.
Maintain a global-first mindset, ensure significant shift overlap with North American teams and seamless integration across EMEA or APAC cycles.
Serve as the central point of contact for internal leadership, manage complex expectations through transparent, data-driven storytelling.
Minimum qualifications:
Bachelor's degree or equivalent practical experience.
7 years of experience with process improvement methodology (e.g., Six Sigma).
Preferred qualifications:
MBA or Master's degree in a related field.
CSCMP certification.
7 years of experience using data analysis to drive decision making.
7 years of experience managing consumer support vendor operations for large tech companies.
Experience in sourcing and management techniques, vendor services management and contracting.
Knowledge of workforce management practices, with the ability to handle multiple executive stakeholders, influencing strategy and execution at all levels.
