Translates customer needs and agent workflows into actionable AI use cases and success metrics for the customer experience ecosystem.
Owns the configuration, optimization, and performance of CX tooling, including telephony and workforce management systems.
Leads AI and technology initiatives from scoping through launch, driving cross-functional alignment and measurable improvements in customer satisfaction and efficiency.
Own and execute the Customer Support strategy aligned with business growth and customer expectations.
Lead the design and rollout of AI-powered and automation-first support workflows.
Define and own KPIs, scorecards, and dashboards to improve customer satisfaction and performance.
iRESTORE provides innovative solutions in the wellness and beauty space, aiming to restore confidence by offering safe and effective health and beauty improvement solutions. They foster a culture built around forward-thinking, problem-solving, open communication, continuous learning, and ownership.
Own the quality, consistency, and effectiveness of the CareMessage experience across customers, partners, and grant-funded programs.
Ensure that customers and ecosystem partners are successfully onboarded, engaged, supported, and enabled to realize value from the platform.
Lead multiple customer-facing functions and programs, including Professional Services, Customer Success across segments, Workforce Enablement, Partner Success.
CareMessage is dedicated to advancing health equity. They focus on scaling its CX function non-linearly—growing our ability to serve more customers per team member through thoughtful use of digital engagement, AI-augmented workflows, and scalable enablement infrastructure.
Drive customer happiness through showing customer value; own reducing friction on the path to value and answer key questions like “How can our AI Assistant more effectively contribute to customer happiness?”
Deliver against retention metrics including Net Revenue Retention, product engagement, and NPS; break these into metrics your squad can directly influence, and call your shots on what experiments will lead to the desired outcomes.
Embed AI thoughtfully into the product experience so our customers experience a seamless and intelligent helper, faster workflows, and better results without needing to become AI experts themselves.
Constant Contact empowers people everywhere to pursue their dreams by giving them all the help and tools they need to grow online. They are a company of awesome people who take ownership and make an impact by operating with the mindset, integrity, and courage of a small business owner.
Set and articulate the vision, especially around AI by defining, championing, and evangelizing the future direction.
Drive strategy and execution through creating a roadmap, breaking down the vision into actionable steps, and delivering across 5+ engineering teams.
Deliver tangible impact executing with urgency, ensuring we innovate rapidly and exceeding business goals.
Yelp empowers millions of small and local businesses to manage their online presence and connect with customers. They offer unique tools and insights designed specifically to help them grow, and their Product and Engineering teams work closely with local businesses to understand their needs and deliver innovative solutions that drive success.
Serve as a trusted advisor to clients, providing expert guidance on contact center operations, CX strategies, and AI enablement.
Design and operationalize solutions that prioritize customer and employee experience, ensuring transformations are rooted in human-centric design.
Author and deliver professional presentations to client stakeholders, synthesizing engagements into assessments, roadmaps, and business cases.
TTEC Digital helps companies reinvent their businesses through customer engagement and digital transformation. The company is part of TTEC Holdings, with its 1,800+ employees certified as a Great Place to Work and fostering a diverse, inclusive workforce focused on delivering technology centered around humanity.
Design and prototype enterprise-grade, AI-driven customer experience demo solutions.
Apply deep knowledge of enterprise contact center ecosystems.
Lead rigorous technical discovery sessions across multi-layered enterprise organizations.
Quiq is an equal opportunity employer that values inclusivity and support. They are committed to creating a welcoming and connected work environment for all employees, emphasizing the importance of diversity and equal opportunities in their hiring practices.
Define and drive MicroTech's AI/ML roadmap across internal operations, customer offerings, and long-term growth initiatives.
Develop practical AI capabilities that improve efficiency, support decision-making, and create value for both MicroTech and our customers.
Assess commercial AI/ML products and platforms, determine best fit, and identify opportunities to enhance them through MicroTech-led development and integration.
MicroTech is a Service-Disabled Veteran-Owned Small Business (SDVOSB) and an experienced provider of information technology and communications. They offer a wide range of professional services focused on providing cutting-edge solutions with the customer at the forefront. Their company culture is strong and focused on bringing out the best in everyone.
Serve as the executive point of contact and trusted advisor to the most strategic accounts, partnering directly with C-suite leaders to align transformation objectives to measurable business outcomes.
Establish executive governance structures (steering committees, QBRs, etc.) that ensure accountability, transparency, and alignment at every stage of the customer lifecycle.
Lead through influence—aligning dotted-line and matrixed teams across Delivery, Support, Success, Product, Sales, and Partners to drive unified outcomes.
ServiceNow is a global market leader providing cloud-based solutions that streamline digital workflows. They serve over 8,100 customers, including 85% of the Fortune 500, connecting people, systems, and processes through their intelligent, AI-enhanced platform to improve efficiency.
Drive Post-Sales Success: Own the customer’s post-sales transformation, aligning offerings to goals.
Collaborate Strategically: Partner with Account Executives to create pre- and post-sales strategies.
Mitigate Risks and Drive Value: Proactively identify risks and develop strategies to overcome them.
ServiceNow, founded in 2004, is a global market leader providing AI-enhanced technology to over 8,100 customers. Their cloud-based platform connects people, systems, and processes to empower organizations in finding smarter ways to work.
Partner directly with enterprise customers to identify opportunities and unmet needs, and quickly translate loosely defined requirements into actionable, working solutions within the product.
Configure and deploy AI-enabled workflows using Agiloft Screens and PromptLab, translating real-world use cases into implemented solutions.
Optimize workflows to increase sustained, repeatable usage, partnering with CSMs to convert initial deployments into habit-forming workflows and ensuring AI implementations translate into business outcomes customers value.
Agiloft is the global leader in data-first contract lifecycle management (CLM) software. They help organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts. Agiloft is a growing, vibrant, successful company that is at the forefront of a market, building a strong, vibrant place to work by bringing in individuals from all walks of life.
Map AI usage internally across R&D, GTM, and G&A and define a focused internal AI adoption strategy.
Act as program owner for internal AI adoption and partner with various teams to define the “approved internal AI stack”.
Design and run internal AI skills programs and lead change management for internal AI.
Narvar is on a mission to simplify the everyday lives of consumers by focusing on driving customer loyalty through seamless post-purchase experiences. They work with over 1300 brands with hubs in San Francisco, Atlanta, London, and Bangalore and have served over 125 million consumers worldwide.
Define and implement a company-wide support strategy and vision.
Standardize and operationalize support workflows across teams.
Establish strong partnerships with Engineering and Product to improve issue resolution.
Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. They believe technology plays a crucial role in the success of the human services sector.
Design and build AI-driven virtual agents to automate customer service across digital and voice channels.
Own the full AI agent lifecycle from design through deployment, including architecture, integration, and performance optimization.
Partner directly with customers to translate business challenges into technical solutions and act as a trusted advisor.
NiCE develops AI, cloud, and digital software products used by over 25,000 global businesses to enhance customer experiences, combat financial crime, and ensure public safety. With over 8,500 employees across 30+ countries, it fosters a fast-paced, collaborative, and innovative culture where teams constantly raise the bar.
Lead C-suite client engagements and large deal origination to drive profitable growth through AI-led application management deals.
Translate complex application portfolios into differentiated, AI-enabled managed services and lead consulting initiatives for agentic operations transformations.
Foster a culture of innovation, develop AI-fluent consultants, and contribute strategic thought leadership on agentic AI in application management.
Kyndryl designs, builds, manages, and modernizes the mission-critical technology systems that the world depends on every day. It is a large, inclusive global company fostering a restless, empathetic, and devoted culture focused on equity and sustainable progress.
Own the performance of a global Customer Support organization (~50 people including BPO) serving tens of thousands of customers
Define and execute an AI-first support strategy, embedding AI deeply into workflows to improve both customer experience and efficiency
Build and lead a high-performing, globally distributed team, setting a high bar for execution, accountability, and continuous improvement
Brightwheel is the largest, fastest growing, and most loved platform in early education. They are trusted by millions of educators and families every day. Their team is passionate, talented, and customer-focused, embodying their Leadership Principles in their work and culture.
Serve as the technical lead for AI application development.
Build AI-powered product capabilities end-to-end.
Partner tightly with AI product builders and workflow Product owners.
CentralReach provides autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education, serving over 200,000 users. Recognized multiple times as a top workplace, they foster a culture of impact, inclusion, and flexibility.
Shape AI engagement plans in key accounts, partnering with account teams and senior customer stakeholders.
Clarify customer AI goals and challenges and translate them into actionable roadmaps.
Help design or improve AI operating models and governance so proofs of value can become production solutions.
Dell Technologies helps customers modernize infrastructure and unlock value from AI. They are a unique family of businesses that helps individuals and organizations transform how they work, live and play, offering a broad and innovative technology and services portfolio.
Oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of ServiceNow products.
Bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.
Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
ServiceNow's cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. With innovative AI-enhanced technology, they serve over 8,100 customers, including 85% of the Fortune 500®.
Help departments clearly define the problems they are trying to solve before recommending tools or approaches
Guide teams in identifying practical, achievable paths to implement AI in their workflows
Support teams through early-stage ideation, experimentation, and refinement of AI use cases
Axios is a growth-focused media company dedicated to helping people get smarter, faster on what matters. They are committed to embracing artificial intelligence as a core part of how they work, investing in ongoing learning to ensure every employee is equipped to responsibly and effectively integrate AI into their daily workflows creating a strong and positive work environment with an open, inclusive, and diverse work culture.
Lead Prompt Engineering & AI Quality Optimization.
Integrate AI Solutions with Professional Services GTM & Delivery.
ServiceNow is a global market leader in AI-enhanced technology with over 8,100 customers. They connect people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.