Lead and develop a global Tier I and Social Support team, own CX metrics (CSAT, NPS, FRT, resolution), drive automation and platform configuration, manage workforce planning, vendor relationships, incident response, and deliver Voice of the Customer insights across Product, Marketing, and Ops.

Own and administer the CX tech stack, drive AI/automation and self-service, design API-supported workflows, manage Tier II backend operations, oversee Drift CX, and deliver CX reporting, dashboards, SOPs, and vendor/engineering partnerships to improve containment, reduce costs, and resolve systemic issues.

Provide day-to-day leadership of Talent Acquisition during a director leave: manage and coach the recruiting team, own recruiting KPIs and reporting, remove hiring bottlenecks, lead full-cycle searches for critical product and design roles, build talent pipelines, and support domestic and European hiring while partnering with business leaders.