Ensure a consistently positive customer experience through leadership of projects and through ownership of metrics across multiple teams within the business unit that will result in short- and long-term improvements to customer experience, efficiency or winning culture. Identifies trends, outliers, best ROI and implements improved and innovative processes by utilizing internal and industry best practices to ensure that the program meets and exceeds service level metrics and communicates with clients for performance and process updates. Leverages a network of agents, front-line leaders, resolutions specialists and senior leaders to ensure best practice processes are communicated, shared, and implemented consistently within and across all business units.

• Implements improved and innovative processes by utilizing internal and external best practices across functional resources, regardless of location, in order to achieve and exceed the business unit goals and servi...