IT Operations & Security – Oversee technical requirements, identity management, and global IT operations while ensuring information security compliance.

Automation & Integration – Develop and manage automations using Google Apps Script, Python and JavaScript, ensuring seamless IT service integration across brands.

Contracts & Service Management – Handle IT service contracts, renewals, and subscriptions while managing business IT incidents and service requests.

Standards & Strategy – Define IT standards, onboarding models, SLAs, and audit controls while driving strategic IT initiatives for efficiency and compliance.

Customer-Centric Innovation – Understand customer experience, identify product gaps, and generate ideas to enhance market share and drive growth.

Product Strategy & Positioning – Develop pricing and positioning strategies while ensuring internal and external buy-in for the product vision.

Execution & Delivery – Translate strategy into requirements, prioritize initiatives, and collaborate across teams for efficient time-to-market.

Market Engagement & Advocacy – Lead product launches, act as a product evangelist, and gather customer feedback to refine offerings.

Product Strategy & Process Design – Develop and own the product strategy and roadmap, ensuring Zendesk and service processes are optimized from day one.

Automation & Quality Improvement – Enhance product quality and automate customer service processes for seamless experiences with minimal intervention.

Cross-Team Collaboration – Work with legal, compliance, finance, UX, and development teams to continuously optimize and innovate in an agile environment.

Performance & Risk Management – Maintain process documentation, monitor customer service tools, and address technical risks to ensure stability and efficiency.

Client Support & Service Delivery – Handle client inquiries, ensure services align with their needs, and maintain budget adherence.

Account Growth & Retention – Identify upsell, cross-sell, and renewal opportunities while collaborating with the sales team.

Team Collaboration & Business Improvement – Regularly meet with internal teams to assess progress and explore business enhancements.

Reporting & Performance Tracking – Generate progress reports for clients and leadership to ensure transparency and continuous improvement.