**About the role**:
We are looking for a strategic and results-oriented Customer Experience leader to manage and scale our Partner (BPO) delivered operations. This role will focus on developing and executing strategies that drive innovation and operational excellence across our global partner ecosystem to deliver stellar member interactions.
In this role, you’ll lead and develop a tenured team of operations managers while driving key initiatives to improve our member and service experience. You’ll analyze performance trends, uncover root causes, and define a forward-looking strategy for how our support model evolves—partnering cross-functionally to bring that strategy to life.
You will own the performance of our external partners, including SLAs, quality, and operational efficiency, while driving accountability and continuous improvement across our BPO ecosystem. This includes leading partner governance, performance reviews, and escalation management, and influencing senior le...