• Own the North America Customer Health Dashboard and analysis of the top challenges. • Lead Operational Reviews (with the ITR Leaders) of Customer Health and the key KPI’s impacting our success at a customer level. • Actively support multiple NAM Level KPIs and processes that are indicators of Customer Health (Customer Events & Escapes, RCA/TIL & NCR Prioritization & NCR Regional Management inclusive of the CX Surveys) • Serve as SME for NAM on ITR processes that directly impact the KPI. • Use LEAN principles and Problem-Solving tools to provide recommendations to address underperformance or improve existing performance. • Work closely with the Quality Organization and Value Streams on countermeasures. • Work with Global Continuous Improvement team as needed to determine if a Kaizen is needed or other Global support. • Build and lead cross-functional teams. • Industrialize process changes and influence cultural change to develop constituency support. • Establish a sustainable operational rhythm with all key stakeholders to ensure accurate and timely cooperation between the teams on analysis required and actions for each group. • Lead strong integration with all functional teams involved and drive a disciplined operating process. • Support successful closure of outage escalation issues for assigned region stakeholders via the Daily Management (War Room) process. • Assist portfolio/district stakeholders to ensure outage issues and risks are reviewed expeditiously.