About the job
In this pivotal role, you will spearhead customer experience transformation by turning CX leadership priorities into actionable processes, systems, and operational workflows across Customer Success, Services, and Support, collaborating with IT and systems teams. You will focus on translating business needs and strategic goals into scalable methods of operation, implementing AI-driven insights and predictive capabilities to achieve measurable outcomes.
You will work closely with CX leadership to operationalize initiatives, enhance cross-functional workflows, and ensure tools such as PlanHat, Kantata, and Salesforce are optimally configured to support team operations. This involves defining requirements, guiding system administrators, and ensuring alignment between implementations and desired workflows.
This hands-on position is dedicated to delivering measurable operational results. You will oversee the process from problem identification through implementation, ensuring that workflows and systems are not only established effectively but also function seamlessly across teams.

