Job Description

Key Responsibilities:

1. Strategy Development and Execution

a. Strategic Planning: Partner closely with the Senior Director and leadership team to shape the CX & Service Operations strategy, ensuring alignment with company priorities and financial targets.

b. Translation to Execution: Convert strategic priorities into clear roadmaps, initiatives, and OKRs across Service Operations.
c. Prioritization: Support trade-offs and decision making by bringing structure, data, and clear recommendations to leadership.

2. Chief of Staff and Governance

a. Operating Cadence: Own and run core governance forums, including MBRs, QBRs, leadership reviews, and All Hands.

b. OKR Management: Track progress against OKRs, ensuring clear ownership, visibility, and accountability across teams.

c. Executive Support: Act as a thought partner to the Senior Director, preparing materials, defining narrati...