Job Description
● Lead large-scale strategic transformation programs across Customer Success, Operations, Training, Enablement, Product, and other cross-functional teams.
● Facilitate discovery sessions, workshops, and working meetings to help stakeholders reimagine customer journeys, operational processes, and service delivery models.
● Partner with executive leadership to define transformation objectives, success metrics, program roadmaps, and change management strategies.
● Drive the redesign of implementation and customer education experiences into segmented engagement models based on customer type, complexity, and business needs.
● Identify opportunities to improve scalability through process optimization, automation, digital enablement, and operational standardization.
● Synthesize stakeholder feedback, operational challenges, customer pain points, and strategic goals into actionable recommendations and implementation plans.
● Establish governance structures,...