**Overview**

Craft comprehensive service delivery designs for end-to-end Mid Market support and service models. Design the operational framework, processes, standards, and metrics for success, while maintaining consistent and efficient outcomes at scale.

Monitor, analyze and tune support and service levels, KPIs, ROI, workflows, tools, and resource allocation. Work collaboratively with cross-functional teams to continuously test, optimize, and enhance the quality of both customer and expert experiences in human assisted offerings.

**Responsibilities**

+ Translate business strategy into well-defined customer experience strategies and programmatic efforts by understanding the competitive landscape, products, and service offerings, and brings an outside-in perspective to benchmark against best-in-class customer experience practices.
+ Displays a natural curiosity to understand customer behaviors, objectives and trends
+ Collects data points from v...