• Define operating frameworks, success measures, and communication flows that bring clarity across CX functions. • Translate company goals into actionable plans, improving alignment, prioritization, and execution across teams. • Identify and address organizational gaps, driving continuous improvement in process, structure, and tooling. • Develop and maintain operating systems that support scale, consistency, and cross-team coordination. • Partner with the VP of CX to shape divisional strategy, highlight opportunities, and increase leadership capacity. • Provide a steady, professional presence for high-value customers, supporting escalations and driving resolution in a customer-centric manner. • Oversee key moments in the customer lifecycle to ensure consistent, high-quality onboarding, adoption, training, and long-term success. • Support enterprise account health by coordinating with internal teams to deliver on commitments and enable customer outcomes. • Architect and drive improvements to customer-facing processes, helping teams diagnose challenges and design scalable solutions. Measure success of all process improvements. • Coach and enable managers and team leads, providing guidance that strengthens their effectiveness and confidence. • Reinforce and elevate the culture that makes ECP’s CX team strong with accountability, ownership, and customer-centricity at the center of what we build. • Lead and coach structured management practices including goal setting, 1:1s, team communication practices, and performance expectations. • Support teams through change, offering clarity and context during periods of growth and transformation. • Drive alignment across teams so priorities, expectations, and success measures are consistently understood. and develop managers, offering guidance, frameworks, and coaching that elevate team performance. • Build and refine processes that improve scale, efficiency, and quality across the CX organization and improve executive visibility. • Establish tools, templates, and documentation that streamline workflows and create consistency. • Monitor and interpret CX metrics, informing decisions and guiding team-level improvements. • Champion improvements that enhance both customer experience and internal team experience. • Ensure effective use of internal systems including CRM, project tools, dashboards, and communication platforms. Including implementing and adopting new systems as needed. • Strengthen alignment with Product, Engineering, Sales, Finance, and Operations, supporting shared customer outcomes. • Translate customer feedback into actionable insights for product and engineering teams. • Partner with Sales & Account Management to ensure expectations set during the sales cycle translate into successful onboarding and adoption. • Represent CX perspectives in internal discussions, ensuring customer needs and team realities are understood.