• Lead the Customer Assurance team, including specialized representatives in Quality Assurance, Reputation Management, Facility Monitoring & Security, and new experimental functions. • Oversee and enhance review generation and reputation management initiatives, ensuring strong outbound engagement and positive brand perception. • Monitor and refine Quality Assurance programs, providing coaching and insights to elevate performance across Customer Success and Resolution teams. • Direct the Facility Monitoring & Security response function, ensuring timely, accurate escalation and reporting. • Manage digital customer success support channels (email, chat, etc.), ensuring high-quality service outside of phone interactions. • Provide oversight and process support for collections and AR functions, partnering with Resolution to improve recovery while protecting the customer experience. • Serve as a liaison between Customer Success, Customer Resolution, and Operations (including store personnel and the Facility Learning Manager) to ensure alignment, consistency, and collaboration across virtual and physical functions. • Collaborate closely with the Customer Success Manager and Customer Resolution Manager to align strategies and ensure seamless cross-team execution. • Innovate by leveraging technology, data, and process improvements to build scalable solutions for assurance-focused functions. • Act as a resource and support partner to leadership, identifying risks, opportunities, and efficiencies across non-traditional customer service functions. • Other duties as assigned.