Owns the Customer Experience knowledge ecosystem, including Help Center content, internal knowledge libraries, SOPs, decision trees, CRM macros, and FAQs. Rebuilds workflows, ensures regulatory compliance, supports location launches, improves First Contact Resolution, and structures information for AI support tools. Partners with Operations, Product, QA, Training, AI, Experience Integrity, and Government Relations teams to close documentation gaps and conduct knowledge audits.

Oversee the financial and operational performance of regional locations, including budgets, forecasts, profitability, client satisfaction, contract compliance, retention, and facility audits. Drive new business through lead generation, negotiations, contract closing, onboarding, and account expansion. Mentor subordinate employees, manage performance and development plans, and communicate financial strategies to clients and internal teams.

Oversee regional operating plans, budgets, and profitability for assigned locations. Manage client relationships, resolve contract and budget issues, drive new business and account growth, negotiate contracts, onboard clients, and mentor regional staff to improve retention and satisfaction.