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Job Description
- Support AI-enabled support strategies and systemic improvements across Apps, Commerce, Search, and Travel, guiding engineering to build next-generation customer experiences.
- Formulate macro-level product, process, and tooling roadmaps to elevate service readiness, internal capabilities, and long-term automation.
- Serve as the ultimate customer advocate in executive forums, partnering with cross-functional leadership to share ecosystem insights and scale operations.
- Scale and mentor a high-performing global organization of support experts and managers, cultivating operational excellence and a transformative culture.
- Own ecosystem health by establishing joint objective key results (OKRs) with cross-functional partners, leading executive report-outs, and decisively addressing execution gaps.