• Design, maintain, and improve company and contact entity workflows, SOPs, SLAs, and quality standards • Define and track KPIs for team efficiency, business impact, financial stewardship, and client satisfaction • Oversee entity creation, updates, merges, conflict resolution, and exception handling • Partner with automation, engineering, and data science to integrate and optimize human-in-the-loop and machine-assisted processes • Analyze performance patterns to identify automation gaps, reduce manual interventions, and continuously improve processes • Lead, mentor, and develop CEM team members • Establish performance expectations, work allocation, and capacity planning • Manage relationships with third party data providers and offshore vendors • Collaborate closely with Engineering, Product, Sourcing, and Sales to align CEM standards with business and platform needs • Participate in roadmap discussions, attribute model design, and classification/taxonomy updates