1. Design and implement a forward-thinking training and performance strategy across support teams.
2. Drive resolution and prevention of systemic issues through strategic escalation management.
3. Lead cross-functional alignment and integrate Gen AI and other emerging technologies into support operations.
4. Track and improve key metrics such as NPS, customer satisfaction, and operational efficiency.
Role Responsibilities
1. Own end-to-end implementation of transformational training and learning initiatives.
2. Collaborate with product and engineering teams for long-term issue resolution and support innovation.
3. Champion change management efforts for new tools, systems, and workflows.
4. Manage stakeholder communication, ensuring strategic alignment in a high-growth workplace.