• Plan, execute, monitor, and control digital and operational programs from initiation through delivery; manage program scope, timelines, resources, and cross-functional dependencies to ensure initiatives are completed on time and within budget. • Oversee the customer escalation program across the Digital & Scaled CS segments, ensuring visibility, accountability, and timely resolution. • Drive execution of digital-first initiatives such as playbook automation, lifecycle campaign optimization, and in-app engagement launches. • Identify opportunities for operational efficiency and process standardization within Digital & Scaled CS. • Facilitate alignment and communication between multiple business units to ensure smooth execution of strategic initiatives.