Customer Experience Operations Lead (Voice of the Customer)
Core
Lead the recurring rNPS operating rhythm and governance for the Global Business Services (GBS) Voice of the Customer execution pod, ensuring process control and decision readiness.
Role type
Senior individual contributor operations lead (Voice of the Customer)
Builds
Operational control layers for rNPS cycles, governance forums, and escalation packages for the GBS VoC pod
Domain
Climate technology / HVACR / Global Business Services (GBS)
Deliverable
Dashboards & analysis
Required skills
rNPS operating rhythm leadership, readiness gate management, dependency tracking, governance preparation, executive communication, stakeholder coordination, scope control, action log management, risk visibility
Preferred skills
5+ years in customer experience, VoC, operations, PMO, or GBS roles
Technologies
rNPS platforms, governance tools, escalation tracking systems
Responsibilities
Lead recurring rNPS readiness cadence and maintain controlled view of launch inputs and blockers; Prepare Go/No-Go input materials and residual-risk summaries; Own operating control layer for issue, dependency, decision, and risk logs; Lead governance preparation for VoC operating forums; Coordinate VoC Analyst inputs for data/reporting readiness and KPI outputs; Track leadership decisions and escalation needs for systemic issues; Escalate unresolved dependencies to accountable owners without taking resolution ownership
Seniority
Senior, hands-on IC