Operations

• Establish outcome-driven measurement frameworks tied to both customer impact (CES, adoption, satisfaction) and business performance (growth, retention, cost-to-serve).
• Build robust dashboards and reporting that track progress against clearly defined targets.
• Ensure a closed-loop insights cycle: data → insight → prioritization → action → remeasurement.
• Partner with data teams to ensure data integrity, governance, availability and usability.
• Translate analytics into clear, actionable recommendations for product, marketing, and CX leaders.
• Define and operationalize an AI/automation roadmap to enhance personalization, predictive insights, and efficiency for Marketing and CX scope.
• Lead cross-functional program management for CX and marketing initiatives.
• Define outcome-based KPIs upfront, track progress, and ensure benefits realization is reported back to leadership.
• Build and lead a high-performing operations team across analytics, tooling, and process.

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