Principal Customer Excellence Transformation Manager

Initiative Management & Tracking:

• Lead end-to-end program management of key strategic initiatives across the CCO's Customer Excellence remit.
• Develop and maintain comprehensive initiative tracking frameworks, dashboards, and status reporting.
• Proactively identify risks, dependencies, and blockers; escalate and resolve with appropriate urgency.

Stakeholder Alignment & Engagement:

• Build and maintain strong relationships with key stakeholders across CE, Sales, Product, Finance, and Operations.
• Facilitate cross-functional alignment sessions, steering committee meetings, and executive briefings.
• Act as a trusted liaison between the Head of Transformation & Business Operations and CE team leads.

Project Prioritization & Portfolio Management:

• Partner with the Sr. Director to define and maintain a prioritized CE initiative portfolio.
• Develop and apply prioritization frameworks that align with CCO strategic objectives and business impact.
• Drive quarterly and annual planning cycles to ensure the portfolio remains aligned with evolving priorities.

Operational Excellence & Process Improvement:

• Establish and continuously improve PMO standards, tools, and processes across the CE organization.
• Identify opportunities to streamline workflows, eliminate duplication, and improve cross-team coordination.
• Support the development of a performance-driven culture through clear OKRs, KPIs, and accountability structures.