Leads a large, multi-line-of-business customer care organization and owns technical support operations, including workforce planning, SLAs, escalations, quality, reporting, and service systems. Partners cross-functionally to improve customer experience, processes, and policies; presents insights to senior leadership; manages escalated issues; and develops teams through training, engagement, and change leadership. Oversees Salesforce, NetSuite, dashboards, workflows, and related support tools.