• Lead strategic initiatives for the Customer Experience organization, from concept through execution. • Serve as the program manager for cross-functional CX projects, ensuring milestones, risks, and outcomes are clearly tracked. • Design and coordinate onboarding and ongoing training programs for CX teams. • Build and maintain documentation and playbooks to support consistent execution. • Own CX operational systems and workflows across Salesforce, Jira, and Confluence. • Identify opportunities to automate processes and reporting to improve team efficiency and data quality. • Partner with technical teams to implement scalable workflows and integrations. • Act as chief of staff to CX leadership for strategy execution, metric definition and tracking, and business reviews and performance reporting. • Build dashboards and reporting frameworks to measure how the CX organization is performing. • Centralize and track operational issues, risks, and blockers across CX teams. • Ensure visibility, ownership, and resolution of high-impact customer and process issues. • Create executive-level presentations and reports summarizing CX performance, risks, and initiatives. • Leverage AI tools to improve documentation, reporting, and operational workflows.