• Serve as the connective tissue across engineering, product, and customer success teams: driving clarity, alignment, and accountability on cross-functional programs and initiatives • Lead incident response coordination for production and platform issues — managing communication across teams during active incidents, driving post-incident reviews, and translating learnings into durable process and runbook improvements • Define, document, and continuously mature on-call processes and support escalation workflows; ensure on-call responsibilities are clearly owned, well-documented, and consistently followed • Provide regular, clear status reporting to engineering leadership and business stakeholders — translating technical detail into actionable executive narratives • Identify and manage cross-team dependencies and sequencing risks; maintain a clear picture of program health and communicate it proactively to all relevant stakeholders • Partner with engineering leads to define operational KPIs and OKRs; use metrics to drive decision-making and surface risks early • Drive continuous improvement of SDLC practices, delivery tooling, and operational processes across the organization