Head of Community Specialist Team Framework - Job Architecture & Strategy

Community Operations (CommOps) is seeking a strong, strategic people leader to own the design and operationalization of the global Community Specialists Team (CST) job architecture. Reporting to the Global Head of CST Framework, Development & Tooling (L6), this leader will partner closely on the long-term vision for the evolution of CST roles while taking primary responsibility for translating that strategy into scalable, globally consistent frameworks that can be deployed across ~8,000 member CST. As GenAI and automation reshape customer support, this role will play a critical part in ensuring CST role definitions, competencies, and proficiency models remain future-ready while grounded in operational realities. You will lead a team and work cross-functionally with Field Operations, People, and L&D to implement and continuously refine the CST architecture at scale. This is a high-impact global role requiring organizational design depth, operational rigor, and strong cross-functional leadership.