If you love building high-performing teams, solving hard operational problems, and helping customers win through rapid product, business, and AI-driven change, this role is for you.
Own day-to-day channel execution — lead Phone, Email, and Chat teams, stay close to the work, and drive frontline performance across customer satisfaction, quality, service levels, resolution quality, and productivity.
Develop CX leadership — coach Managers, set clear expectations, and build accountability for team performance and customer outcomes.
Serve as an escalation point — help resolve high-priority customer and internal escalations, bringing sound judgment, urgency, and clear communication to complex issues.
Experience as a leader who has managed large, complex operational teams in a fast-paced environment; traditional support experience is valuable but not required.
Exceptional learning agility and horsepower, with startup or similarly high-ownership operating experience; you learn new domains quickly, move through ambiguity, and build structure without waiting for perfect information.
