• Drive the VoC Program: Lead the initiative to capture, analyze, and report on customer feedback and contact drivers across all channels. • Perform deep-dive analysis on contact volume to determine the "why" behind inquiries; identify systemic issues, bugs, or user experience gaps. • Create and present actionable dashboards and reports to leadership that quantify pain points and track the impact of improvements on contact reduction. • Lead projects focused on "ticket deflection" by identifying opportunities to improve proactive problem solving, product experience and in-product guidance. • Review and optimize internal workflows and user-facing processes to make support resolution faster and more effective. • Identify recurring patterns suitable for AI and automation; work with technical teams to implement tools that solve problems without human intervention. • Act as the primary liaison between Customer Support and the Product, Engineering, and Marketing teams to ensure customer feedback directly influences product roadmaps. • Establish a consistent feedback loop to ensure other departments understand how their decisions impact support volume and customer sentiment. • Serve as a subject matter expert to support managers and agents during critical incidents or complex escalations.