customer outcomes while improving efficiency, scalability, and business performance. You will have accountability for the operational capabilities that support CX teams, including Workforce Management, Quality Assurance, Knowledge Management, Training, and CX Project Management. You will build and evolve the operating model, processes, and insights required to enable teams to scale … making. Partner with CX Analytics to build dashboards and reporting that provide visibility into customer outcomes, operational health, and business impact. Lead Workforce Management, Quality Assurance, CX Systems Operations, ensuring alignment and continuous improvement. Identify opportunities to improve productivity, efficiency, and customer experience through process optimisation, tooling improvements, and operational ...