• Define the Future of Service & Operations: Drive the 2-year vision and develop the strategic roadmap for a highly automated Customer Service and Operations Platform. This vision must leverage AI/ML to deliver superior outcomes for customers while significantly reducing Cost-to-Serve. • Be the Automation Driver: Lead the discovery and implementation of end-to-end process improvements and automation opportunities across customer support and internal operations. Your primary goal is to contain, resolve, or automate the highest volume issues, freeing up human agents for complex, high-value interactions. • Drive AI Adoption and Change Management: Identify high-impact use cases for generative and predictive AI (e.g., agent assistance, self-service, proactive issue resolution). You will be responsible for the change management strategy, ensuring new tools and processes are successfully adopted by the Operations and Customer Service agents. • Establish First Principles Thinking: Approach complex organizational and technical challenges by defaulting to first principles thinking, constantly questioning the why and how to ensure we are building the minimal, most effective solution instead of digitizing existing, inefficient processes. • Articulate Vision & Strategy: Use data analysis, business modeling, and excellent communication to tell a compelling story, gain executive buy-in, and articulate the vision and roadmap across all levels of the organization (Product, Engineering, Operations, and Sales). • Lead Strategic Initiatives: Lead cross-functional initiatives across Design, Research, Engineering, Data Analysis, and other Product teams to define, prioritize, and build foundational platform capabilities that enable rapid iteration and innovation (e.g., API services, internal tooling). • Define Success by Business Impact: Create and monitor a clear set of metrics focused on business outcomes (e.g., Cost-to-Serve, Customer Effort Score, Automation Rate, Containment Rate), not just feature delivery. • Travel to Boston quarterly for planning and business reviews. • Have fun building impactful software with awesome people.