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Job Description
- Lead a global team to define objectives and key results (OKRs) and scale support across 1:M channels, aligning with broader P&D and gUP organizational goals.
- Partner with Marketing, PR, and Legal on launches and crises, while advocating for community insights to Product, Engineering, and VP-level leadership.
- Drive AI-led automation for sentiment analysis and operational efficiency, while expanding the brand's footprint onto emerging and decentralized platforms like Discord.
- Direct 24/7 incident management workflows to mitigate viral public relations (PR) risks and collaborate with vendor teams to optimize agent performance against key performance indicators (KPIs).
- Synthesize operational data and social listening trends into high-impact business reviews, actionable product roadmaps, and bug tracking.