• Translate data from quality analysts, sentiment specialists, and AI monitoring systems into clear, business-ready narratives. • Identify macro trends, recurring pain points, or areas of opportunity within customer interactions to ensure alignment between quality, training, performance management, and business priorities. • Partner with Product, Legal, Marketing, and Ops to turn insights into experience and process improvements. • Serve as the dedicated voice of Quality for multiple business lines and lead stakeholder meetings, QBRs, and program readouts to present quality intelligence trends and customer sentiment. • Advocate for the customer experience using complex data and empathetic framing. • Integrate interaction monitoring results with CSAT, social listening, reviews, and other data sources. • Coordinate pilot programs, process audits, or policy reviews informed by QI data; and track the implementation of QI-derived initiatives and report on impact to leadership. • Support the design and refresh of quality scorecards and evaluation frameworks.

• Overseeing a portfolio of project managers • Works collaboratively with the Federal Remediation Practice Growth Lead and CAMs • Maintain accurate and updated opportunity pipeline via Salesforce • Leads MATOC task order capture strategies for key pursuits • Day-to-day operation of AECOM’s Huntsville Center program • Provide support to project managers to resolve project issues • Direct project management staff to ensure timely performance • Conduct project reviews with project managers in accordance with AECOM global guidelines • Drive consistent project management practices • Support project managers and project team members with invoicing and cash collection strategy

• Plan, organize, and oversee end-to-end delivery of assigned programs – ensuring clarity of scope, objectives, timelines, and success criteria. • Lead cross-functional teams to execute complex initiatives spanning process, technology, and organizational change. • Monitor program health, manage risks and issues, and proactively remove barriers to ensure successful delivery. • Ensure all projects adhere to PMO standards, tools, and reporting requirements. • Serve as the primary point of contact for program stakeholders, providing clear communications on status, milestones, and key decisions, risks, and issues. • Prepare and present program updates, reporting, and recommendations to senior leadership and governance forums.

• Help large federal agencies successfully adopt and deliver mission-critical software by bringing structure, clarity, and momentum to complex programs • Work at the intersection of customers, internal teams, and compliance requirements to ensure programs are delivered with confidence and impact • Coordinate cross-functional delivery across Engineering, Product, and Customer teams to support federal implementations • Lead program planning and execution for deployments within large federal agencies • Track and support compliance-related requirements, helping teams stay aligned with federal standards and customer expectations • Communicate program status, risks, and milestones to internal stakeholders and federal agency partners, including senior leaders • Maintain documentation, schedules, and action items for complex initiatives