Senior Associate, Customer Experience New Launches

About the Team

As one of [REDACTED]'s core operations teams, Customer Experience and Integrity, ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages, and operates [REDACTED]'s large and growing global network of contact centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About the Role

This Senior Associate will act as a pivotal operational bridge, ensuring our 15,000 frontline support workforce is prepared for every major company initiative. You'll drive the readiness lifecycle, translating complex product launches, policy shifts, and tooling updates into actionable plans for our agents. Success is measured by your ability to execute autonomously, influence cross-functional partners, and deliver scalable change for our support network. You will report to the Manager, Customer Experience - Readiness, on our Readiness team within the CXI organization.

You're excited about this opportunity because you will…

• Lead Launch Readiness: Independently own and drive the operational preparedness for key company changes, including new tools, policy rollouts, and future-state support capabilities (e.g., robot delivery).
• Bridge the Gap: Represent the voice of the frontline, proactively collecting feedback and ensuring strategic plans are translated into clear, documented, and scalable processes for our global network.
• Be a Key Connector: Build strong, trust-based partnerships across diverse teams (Product, Engineering, Policy, etc.) to drive alignment and anticipate operational impacts before they occur.
• Make an Impact at Scale: Directly enable thousands of support agents to confidently deliver exceptional service,…