• Serve as the primary point of contact for the external CX and Tier 1 and 2 Technical support vendor (S), ensuring alignment on performance expectations, quality standards, and compliance with documented operational procedures. • Lead the end-to-end Response Management process, including root cause analysis, documentation quality, escalation coordination, and timely resolution to maintain a high customer experience standard. • Partner with the vendor to develop, implement, and continuously refine standardized training, certification, and quality assurance processes for CX agents. • Hold the vendor accountable to SLA, QA, CSAT, and accuracy targets, escalating risks proactively. • Own recurring performance reporting for CX and Technical Support operations, leveraging ThoughtSpot to identify trends, assess performance drivers, and identify opportunities for improvement. • Manage and interpret CX and Technical Support data to uncover patterns in customer behavior, agent performance, and systemic root causes. • Translate insights into structured recommendations for Product, Engineering, QA, and Operations to support roadmap decisions and workflow improvements. • Maintain clear visibility into vendor operational health and highlight risks before they become problems. • Develop, document, and maintain CX and technical support related standard operating procedures for agent workflows, incident handling, quality reviews, and escalation pathways. • Ensure all process updates follow rigorous change management and document control practices to maintain operational reliability and compliance. • Work cross-functionally with Product, Engineering, QA, and Operations teams to evaluate tools, refine workflows, update training materials, and collaborate with a direct supervisor on continuous improvement initiatives. • Lead operational readiness for new products, features, and processes by ensuring vendor and internal teams are aligned and equipped.