Program Leader, Comm Ops

**About the Role**

The Global Escalations - Insights & Improvements team within Community Operations is focused on **translating escalated support interactions into actionable insights** . This work is critical to enhancing the customer experience, ensuring robust escalation support readiness, and driving continuous operational excellence.

As a Program Lead, you'll play a **key role on our Global team to ensure that insights, learnings, and pain points identified through our escalation programs are surfaced to (and actioned by) the right owners** (e.g., Delivery Customer Experience Programs, Vendor Management, QA, etc.).

In this role, you'll become an **expert in our Delivery customers' top pain points** (product, policy, content/support logic, etc), build the strategy for a new escalations insights program, implement and iterate on your strategy, and drive continuous improvement on these processes/programs. The ability to influence and effect change is ...