Lead resolution of complex, cross-technology customer escalations, coordinate engineering and product teams, mentor engineers, drive process and product improvements, develop readiness content, and ensure secure, compliant troubleshooting and customer communications.

Manage critical escalations for Premier customers, ensuring CritSit processes are followed, coordinating internal/external resources, driving timely resolution, improving processes, leading projects, and providing 24x7 coverage. Serve as crisis manager during outages, identify systemic issues, and maintain strong customer relationships while delivering high-quality communication and reporting.

Lead execution of enterprise operating rhythms, drive governance and cross-organizational alignment, run the Commercial Business Overview, synthesize data into executive-ready recommendations, and improve operating models and tooling to accelerate decision-making and follow-through across regional and field teams.