Be the first line of defense for in-the-moment issue questions and incidents relating to CX platforms (may require jumping in on the weekends and working holidays). 

Oversee projects that focus on the optimization of current tools and manage vendor relationships. Take on additional responsibilities including the implementation of new tools and creating new ways of working to boost customer and agent satisfaction, as well as boost efficiency.  Assist with vendor management and oversee the outsourcing team’s success, including running QBRs will vendors. Implement new tools, support RFPs and manage parts of the CX contract processes.  Be an expert in CX industry tooling and analytics. See demos, suggest solutions and propose as needed to leadership during planning processes. Build out future system improvements internally in partnership with CX leadership, Engineering and Product.  Build out the VOC space in CX using both quantitative and qualitative data to drive improvements to the customer experience. Find creative ways to listen to the customer and internal team’s feedback. Surface those trends upward and create new customer listening programs. Own the post-launch feedback loop for broader company initiatives to ensure future smooth launches with CX impact taken into consideration. Create documents to summarize the learnings to share across the organization. Meet regularly with cross-functional partners to share trends & reduce customer friction. Hold these partners accountable to Product improvements that benefit the customer.  Do regular audits for contacts, churn reasons, CSAT, Quality, NPS and social to identify daily, weekly, monthly trends for the entire CX org and RTR business, always providing rich insights.