• Define and execute the long-term vision and service model for Customer Experience, aligning support and claims operations to company growth objectives. • Own the annual planning process for CX, identifying strategic priorities, major initiatives, service model evolutions, and investment needs. • Establish the operating framework, governance, and performance standards required to scale a high-quality, multi-channel support organization. • Design and implement AI-powered support delivery mechanisms to improve efficiency and service quality. • Lead, develop, and scale the Customer Experience and Claims org, managing managers, FTEs, vendors, and contractors, and building a strong leadership bench within the team. • Design and implement clear career pathways and succession plans to support long-term organizational health. • Foster a high-performance, accountability-driven culture grounded in service excellence, operational discipline, and continuous improvement. • Stand up and mature critical support operations capabilities - including knowledge management, workforce management, training and enablement, quality assurance, tooling, and reporting infrastructure - to enable efficient, high-quality scale. • Develop robust capacity and volume forecasting models across a multi-channel environment to inform hiring plans, budget decisions, and service targets; evaluate and implement workforce planning technology as complexity grows. • Introduce operational rigor by defining productivity standards, quality benchmarks, and performance management systems that ensure consistency and accountability.