Lead and build the PMO, establish enterprise governance and intake/prioritization, coordinate cross-functional execution, report portfolio status to the COO, manage Project Managers, and drive operational transformation and on-time delivery of strategic initiatives.

Lead and scale the post-sale customer experience across SMB to Enterprise segments. Own customer support, retention, CX operations, SLAs, KPIs (CSAT, NPS), CRM/telephony optimization, budgeting, and a CX leadership team while partnering with cross-functional leaders to drive retention and operational efficiency.