• Hire, lead, and develop a high-performing CES Ops team through clear vision, goals, operating cadence, and standards for excellence • Develop learning programs that keep this organization on the cutting edge of our field – from AI adoption, technical proficiency, industry knowledge and professional skill development • Own technical documentation and knowledge programs internally and externally using data from front-line teams, tickets and customer interactions to improve content and deflection • Align with GTM, Product and Product Marketing on product launch strategies, readiness criteria, enablement plans, • Lead a “Voice of Customer” program using insights from all CES teams and customer feedback to drive technical improvements in our product areas and increase product adoption • Guide our CES Ops Engineering team to improve efficiency of the CES team using AI, closing workflow gaps, prioritizing tooling and self-service in partnership with CGX, Product Areas and others • Define and track core CES Ops metrics (e.g., time to technical proficiency, enablement quality, team confidence, adoption, support efficiency) with an operating cadence that drives continuous improvement • Own the project management (from vendor selection, compliance, project plan, rollout, adoption, measurement, etc.) of new tooling and experiments • Partner on org design and development for CES including role clarity, in-person connection, career paths, and talent programs that support a high-performing, inclusive, and scalable organization