Manage complex customer incidents and escalations from triage through resolution, coordinating support, engineering, product, customers, and leadership. Lead incident communications, retrospectives, documentation, training, monitoring improvements, and process automation. Identify recurring cloud and product issues, drive operational improvement projects, mentor peers, and help shape incident management practices and tools.

Own and improve product development operations, launch processes, cross-functional workflows, product knowledge, and enablement. Build AI-powered agents and automated workflows, maintain launch visibility, analyze product and customer signals, and provide actionable recommendations to product leadership. Collaborate across Product, Engineering, Marketing, Sales, Customer Success, and Support to improve alignment, efficiency, and operational excellence.