Program Lead - Global Escalations, Insights & Improvements - Delivery

The Global Escalations - Insights & Improvements team within Community Operations is focused on translating escalated support interactions into actionable insights. This work is critical to enhancing the customer experience, ensuring robust escalation support readiness, and driving continuous operational excellence. As a Program Lead, you'll play a key role on our Global team to ensure that insights, learnings, and pain points identified through our escalation programs are surfaced to (and actioned by) the right owners (e.g., Delivery Customer Experience Programs, Vendor Management, QA, etc.). In this role, you'll become an expert in our Delivery customers' top pain points (product, policy, content/support logic, etc), build the strategy for a new escalations insights program, implement and iterate on your strategy, and drive continuous improvement on these processes/programs. The ability to influence and effect change is key to this role, considering the decision-maker is often an upstream team (e.g., Program).