• Own end-to-end operations for designated CX pillar(s): set strategy and quarterly plans, define and track KPIs (e.g., CSAT, AHT, FCR, contact rate, cost per contact), and consistently meet or exceed SLAs. • Lead, coach, and develop a team of 2 direct reports; establish clear goals, operating rhythms, and career development plans that raise the bar on execution and results. • Drive vendor performance across our BPO network in partnership with Vendor Managers: workforce planning, staffing and coverage, QA, calibrations, playbooks, and performance reviews that deliver high-quality outcomes. • Partner with Product Ops, Engineering, Design, and Support to scope, prioritize, pilot, and launch product and process changes; run experiments and measure impact to reduce contacts and improve customer experience. • Build and maintain dashboards and reporting that power weekly business reviews; use data to diagnose root causes, size opportunities, and recommend action with clear ROI. • Lead incident management and root cause analysis for spikes or defects; implement corrective actions and preventive controls, and communicate updates to stakeholders. • Institutionalize continuous improvement through SOPs, training, and change management; champion standardized workflows that scale across geographies and channels.

• own end-to-end operations for designated CX pillar(s) • lead, coach, and develop a team of 2 direct reports • drive vendor performance across our BPO network in partnership with Vendor Managers • partner with Product Ops, Engineering, Design, and Support to scope, prioritize, pilot, and launch product and process changes • build and maintain dashboards and reporting that power weekly business reviews • lead incident management and root cause analysis for spikes or defects • institutionalize continuous improvement through SOPs, training, and change management

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs. • Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively. • Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer. • Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams. • Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency. • Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback. • Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers. • Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

• Member relations: respond across all channels — chat, email, phone • Product expertise: know Green-Got inside out • Collect and escalate member needs and suggestions to the teams • Optimize existing processes • Identify and report technical issues • Participate in testing phases for new features • Identify opportunities to improve the member experience