Lead complex projects of diverse scope to optimize operational processes. Participate in complex problem resolution and determine methods and procedures for new assignments. Drive global process improvements within the organization. Provide oversight and support for planning and management of financial, budget, and headcount targets. Act as a liaison between business leadership, staff, and other key partners. Influence the quality, efficiency, and effectiveness of business processes. Utilize internal and external data to provide actionable insights for business growth. Strategy & Portfolio Management Translate Servicing Experience priorities into a coherent portfolio; run intake, triage, and scoring (e.g., ROI/effort vs. impact) to focus teams on the highest leverage work. Create and maintain a Service Experience roadmap with clear interlocks across Product, Center of Excellent, Merchant Servicing and Consumer Servicing Facilitate quarterly planning; define objective statements, key results, and leading/lagging indicators. Establish baselines and counterfactuals; design A/B tests and phased rollouts for service campaigns and new capabilities. Prepare Chief Servicing Officer for senior forums, investment reviews, and key decision moments. 8+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. 5+ years in management consulting/strategy & operations, BizOps, or closely related roles; experience in service/contact center, CX, or product operations is a plus. Structured problem solving with a bias to action; you build frameworks quickly and drive to decisions. OKR expertise—hands-on experience designing, facilitating, and governing OKRs at scale. Analytical fluency—comfort with spreadsheet modeling (Excel/Sheets), experimentation basics (A/B, holdouts), and BI (Looker); SQL familiarity is a plus. Executive presence & communication—able to simplify the complex, ask sharp questions, and craft board ready narratives and visuals. Crossfunctional leadership—proven success partnering with Product, Engineering, BizOps, Data/BI, and Customer Service. Design sensibility—you can turn strategy into polished, high impact artifacts that land with clarity.
