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: A...