Leads global strategy and operations initiatives for a six-month transformation role. Responsibilities include enterprise transformation, AI-enabled workflow improvements, operating model redesign, organizational health assessments, executive decision support, cross-functional alignment, and operational execution. The role requires translating ambiguous business challenges into structured recommendations, improving accountability and decision-making, and partnering with senior leaders across a global technology organization.

Leads CX operations for Melio, overseeing workforce management, quality assurance, knowledge management, training, systems operations, analytics, and project management. Develops scalable operating models, performance metrics, processes, and improvement initiatives while partnering with Product, Engineering, Data, Sales, Finance, and CX leaders. Builds high-performing teams, manages change and compliance, and uses operational insights to improve customer outcomes, efficiency, and business performance.

Lead global CX Workforce Management: long-range capacity planning, multi-channel forecasting, schedule optimization, real-time operations, WFM analytics, platform selection, and team leadership to meet SLAs, CSAT, and labor targets.