What you’ll be doing (ie. job duties):

📍Lead the end-to-end program to standardize a single, real-time customer-impact signal fabric that detects unhappy-path and revenue-opportunity events within seconds, reducing detection-to-action from hours to minutes. 📍Stand up dynamic, governed customer cohorts (e.g., Premium, Prosumer, High Potential, At-risk loyal) exposed via API to decision engines; enable teams to self-serve creation, versioning, and targeting of cohorts by persona and attributes. 📍Establish and scale a specialized resolution operating model: route enriched tasks to accountable teams that prioritize back-office fixes first and use authenticated, high-response channels for outreach when needed to build trust and reduce friction. 📍Drive the throttled demand staffing model grounded in purge percentage—treating every purged task as missed opportunity and revenue loss—and partner with WFM to match supply to prioritized demand windows. 📍Define and land program KPIs, dashboards, and operating reviews. Prioritize signals and plays that first reduce LTV loss, then drive contact rate down, improve CSAT, and reduce fraud/abuse—sequencing the backlog to maximize business impact.

What we look for in you (ie. job requirements):

📍8–10+ years of program management in complex, cross-functional environments (e.g., CX platforms, growth, fintech, e-commerce, marketplace, or scaled consumer tech). 📍Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization (e.g., signal ingestion, cohorting, rules engines, routing, workforce readiness). 📍Strong execution leadership: roadmapping, dependency management, risk mitigation, and measurable outcomes in partnership with Product, Eng, Data, and Operations. 📍Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes. 📍Excellent communication and stakeholder management across levels; ability to translate strategy into pragmatic execution plans and results.

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