• Serve as the primary point of contact for US or EU teams, coordinating project tasks and ensuring timely delivery of client deliverables. • Lead, train, and mentor a team of Senior Operations Executives and Operations Executives to maximise their potential and drive excellence, accountability, and continuous improvement. • Oversee the development, review, and quality control of project-related administrative outputs, including screeners, discussion guides, project documents, analysis plans, report setup, and compliance forms. • Optimise work allocation to ensure efficient resource utilization and support business objectives. • Conduct training sessions, performance appraisals, coaching sessions, and ongoing competency development for team members. • Learn and utilise project management software to track and monitor project progress, ensuring alignment with timelines and objectives. • Independently handle your own set of projects (typically 1-2), ensuring high-quality execution while balancing management responsibilities. • Collaborate with leadership on process improvements, operational initiatives, and cross-market collaboration.

• Serve as an advisor & liaison to implement strategy & to support operations, projects, programs & service delivery outcomes. • Responsible for the planning, implementation, coordination & evaluation of programs & strategic initiatives. • Works cooperatively with various organizational levels to understand business needs & the interrelationship of issues impacting the implementation & delivery of business operations & services. • Provides knowledge & expertise in programs & workstreams.

• Develop and implement a company wide continuous improvement strategy aligned with business priorities • Partner with leadership to align operational excellence initiatives with revenue, scalability, and profitability objectives • Act as a transformation leader promoting a culture of operational discipline and accountability • Identify, analyze, and prioritize processes to streamline and optimize efficiency • Lead cross functional teams to conduct process mapping, root cause analysis, and performance diagnostics • Design and implement process improvement projects using Lean, Six Sigma, and other relevant methodologies • Detect and implement opportunities for digitalization and automation • Ensure sustainability of improvements through structured follow up and post implementation reviews • Develop and maintain end to end process flowcharts and documentation accessible across the organization • Define acceptance criteria, control points, and process standards • Monitor adherence to established processes and intervene where discipline breaks down • Ensure maintenance and updates of the Business Process Architecture and Integrated Management Systems, including relevant certifications • Define, implement, and maintain KPIs to monitor operational performance and project impact • Develop dashboards and structured reporting to track efficiency, cost reduction, and service quality • Provide regular executive level reporting on progress, risks, and improvement outcomes • Establish and oversee quality assurance processes across operational workflows • Implement and monitor quality control measures to ensure compliance with defined standards • Collaborate with stakeholders to continuously improve product and service quality • Engage proactively with business areas to understand objectives, constraints, and challenges • Analyze requirements to solve complex business problems through systems and technology • Collaborate with Solution Architects and internal teams to ensure operational feasibility of solutions • Research and evaluate new technological tools to improve scalability and efficiency • Lead and facilitate change initiatives across departments • Act as a change agent to embed continuous improvement principles into daily operations • Negotiate and mediate with technical and business areas to align improvement roadmaps and action plans • Support business leaders in best practices related to organization design, delegation, decision making, and team structure • Develop and deliver training programs on operational excellence methodologies and process standards • Coach leaders and teams on structured execution, KPI ownership, and accountability • Maintain documentation and knowledge materials to institutionalize best practices

• Lead the strategy, execution, and operational foundations that enable post-GTM customer-facing teams to operate effectively • Oversee a team responsible for managing core CX programs, operational workflows, tooling strategy, and cross-functional initiatives • Drive operational excellence across the post-GTM lifecycle, ensuring CX teams are equipped with the systems, processes, insights, and governance required for delivering high-quality customer experiences • Partner closely with Customer Success, Support, Implementation, Revenue Operations, TechOps, Product, and GTM to align workflows, improve tooling, and drive shared customer outcomes • Establish and maintain CX operating cadence including leadership forums, business reviews, planning cycles, and cross-functional governance meetings • Standardize reporting frameworks and executive materials to provide visibility into performance, initiative progress, and operational health • Translate strategic priorities into structured execution plans, ensuring clear ownership, follow-through, and accountability across CX leadership • Maintain consolidated views of CX initiatives, metrics, and risks to support informed decision-making at the senior leadership level • Design, implement, and continuously improve scalable workflows, playbooks, governance models, and lifecycle processes • Define strategy, develop roadmaps, and execute high-impact initiatives spanning multiple customer-facing teams • Serve as a senior operational partner for core CX platforms, ensuring systems are designed to support consistent and scalable service delivery • Partner with CX TechOps, RevOps, Data and other teams to develop reporting, dashboards, and insights • Lead rollout plans, communication strategies, and cross-functional training to support adoption of new systems, processes, and programs • Monitor best practices in CX operations, AI-enabled customer workflows, and post-GTM systems.