Senior Associate, Customer Experience

This Senior Associate will act as a pivotal operational bridge, ensuring our 15,000 frontline support workforce is prepared for every major company initiative. You'll drive the readiness lifecycle, translating complex product launches, policy shifts, and tooling updates into actionable plans for our agents. Success is measured by your ability to execute autonomously, influence cross-functional partners, and deliver scalable change for our support network. You’ll independently own and drive the operational preparedness for key company changes, including new tools, policy rollouts, and future-state support capabilities. You'll represent the voice of the frontline, proactively collecting feedback and ensuring strategic plans are translated into clear, documented, and scalable processes for our global network. You'll build strong, trust-based partnerships across diverse teams (Product, Engineering, Policy, etc.) to drive alignment and anticipate operational impacts before they occur, enabling thousands of support agents to confidently deliver exceptional service.