• Lead the planning, scoping, and management of high-priority, cross-functional strategic initiatives and programs • Identify, map, and optimize core CX processes to improve efficiency • Design and operationalize mechanisms, frameworks, and standardized playbooks • Conduct deep-dive analysis on customer pain points and identify root causes • Develop insights from customer feedback and success metrics • Develop and execute a quality program • Partner closely with stakeholders in Customer Success, Operations, Product, Business Systems