• Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities. • Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets. • Partner with senior leaders, product, engineering, and operations teams to ensure priorities are aligned and deliver measurable business impact. • Establish strong stakeholder engagement practices, providing clear, polished, and executive-ready communications on program status, outcomes, and impact. • Proactively identify risks and issues, propose data-backed solutions, and drive resolution in partnership with stakeholders. • Apply Lean Six Sigma methodologies to identify root causes, implement improvements, and raise the bar for quality and efficiency. • Own the end to end lifecycle of process and product changes, from design through change management and adoption, ensuring outcomes deliver meaningful impact to customers and the business. • Create, develop, plan, write and edit operational, instructional, and procedural content for both internal and external users. • Produce products that conform to the company documentation and quality assurance standards. • Collaborate with product and engineering partners to enhance their understanding of the current customer experience and identify opportunities for improvement. • Apply technical depth to plan, design, and create complex operational, instructional, and procedural content. • Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents. • Represent Process Excellence in cross-functional forums, helping shape broader servicing priorities while ensuring alignment within working groups.