• Lead and develop a 25+ person CS team (onshore + offshore), building a strong leadership bench (managers, team leads). • Establish clear performance standards, career ladders, and coaching/development/training programs. • Own SLAs, KPIs (CSAT, NPS, resolution time, first contact resolution), and workforce management. • Implement automation, macros, and tools to improve efficiency and scalability. • Introduce QA programs, escalation frameworks, and training processes to standardize excellence. • Serve as the voice of both the patient and CS reps cross-functionally, partnering with Product, Engineering, Clinical, and Supply Chain. • Ensure a seamless, empathetic, and efficient experience across all patient touchpoints. • Define and execute the vision for scaling CS and leveraging AI as we 2-3X patient volume.