Principal, Strategy & Planning
Core
Strategic lead and Chief of Staff shaping long-term strategy, setting OKRs, and running core operational governance for CX & Service Operations.
Role type
Principal, Strategy & Planning (Chief of Staff)
Builds
CX & Service Operations strategy, roadmaps, and operational governance frameworks
Domain
Customer Experience & Service Operations
Deliverable
dashboards & analysis
Required skills
Strategic planning, OKR management, cross-functional program leadership, data analysis, stakeholder management, problem solving, communication, adaptability
Preferred skills
Experience in consulting or program management
Technologies
OKR frameworks, data analytics tools
Responsibilities
Partner with leadership to shape strategy and set OKRs; run governance forums (MBR, QBR, All Hands); lead complex cross-functional initiatives; track operational metrics (CSAT, cost per contact) and generate insights.
Seniority
Principal, strategy & mentorship
