• Lead the strategy, execution, and operational foundations that enable post-GTM customer-facing teams to operate effectively • Oversee a team responsible for managing core CX programs, operational workflows, tooling strategy, and cross-functional initiatives • Drive operational excellence across the post-GTM lifecycle, ensuring CX teams are equipped with the systems, processes, insights, and governance required for delivering high-quality customer experiences • Partner closely with Customer Success, Support, Implementation, Revenue Operations, TechOps, Product, and GTM to align workflows, improve tooling, and drive shared customer outcomes • Establish and maintain CX operating cadence including leadership forums, business reviews, planning cycles, and cross-functional governance meetings • Standardize reporting frameworks and executive materials to provide visibility into performance, initiative progress, and operational health • Translate strategic priorities into structured execution plans, ensuring clear ownership, follow-through, and accountability across CX leadership • Maintain consolidated views of CX initiatives, metrics, and risks to support informed decision-making at the senior leadership level • Design, implement, and continuously improve scalable workflows, playbooks, governance models, and lifecycle processes • Define strategy, develop roadmaps, and execute high-impact initiatives spanning multiple customer-facing teams • Serve as a senior operational partner for core CX platforms, ensuring systems are designed to support consistent and scalable service delivery • Partner with CX TechOps, RevOps, Data and other teams to develop reporting, dashboards, and insights • Lead rollout plans, communication strategies, and cross-functional training to support adoption of new systems, processes, and programs • Monitor best practices in CX operations, AI-enabled customer workflows, and post-GTM systems.