• Lead, coach, and develop the customer experience team to achieve individual and team performance goals. • Train and onboard new team members and support ongoing professional development. • Monitor individual and team KPIs, including call/chat volume, response time, quality, and resolution rate. • Assist with training initiatives based on performance trends and data insights. • Handle escalated customer issues, ensuring timely and effective resolution. • Identify root causes of customer dissatisfaction to improve the overall customer experience. • Lead customer experience improvement projects and change initiatives. • Represent Operations in partnership meetings to address customer concerns and provide operational insights. • Collaborate with Product, Sales, and Engineering teams to communicate customer feedback and influence product/service enhancements. • Develop and execute strategies to meet company business goals and enhance service delivery. • Analyze customer trends, compile reports, and provide actionable insights to Operations and leadership. • Maintain knowledge base and self-service resources to support customers and internal teams. • Ensure consistent, professional communication across all customer support channels (phone, email, chat). • Prepare reports on customer trends, team performance, and improvement opportunities.