Shape and drive the strategy and vision of Consumer resolutions and key partnerships, aligning short
and long-term priorities
Drive the strategy for C&R resolutions
Own key business results and present outcomes to leadership, while empowering your team to grow in their careers
Own and lead large-scale, multi-organizational initiatives that drive step-function impact across the business, aligning diverse stakeholders and ensuring end-to-end execution
Break down ambiguous problems, identify root causes, and implement scalable solutions
Partner with cross-functional teams (e.g., Product, Engineering, Analytics, Operations) to drive alignment and results
Use data and insights to identify opportunities, inform decisions, and optimize performance
Communicate effectively with senior leadership, influencing decisions and driving alignment
Build and develop a high-performing team, coaching individuals to grow into next-level roles
Foster an engaging, accountable, and collaborative team environment

8+ years of experience in strategy, management consulting, product, or a related field
proven track record of leading cross-functional initiatives and delivering results
strong problem solver who can break down complex, ambiguous challenges and drive solutions
highly analytical and comfortable using data to inform decisions (e.g., SQL, Excel, or similar tools)
experience managing and developing teams of two or more people, including coaching and building leadership bench
strong interpersonal and relationship-building skills, with the ability to influence across all levels
bias for action, are adaptable, and can pivot quickly as new information emerges
customer-focused and consistently optimize for the best overall business and user outcomes

Senior Manager, Customer Experience

Key skills