• 5+ years of experience in customer experience and incident response
• Experience managing programs in a fast-paced tech environment
• Experience with incident management tools including case management systems
• People management experience including coaching and developing talent
• Works to always get more clarity and is an open and transparent communicator about what is known and not known
• Excellent communication skills - including the ability to present to large and senior audiences, inspire the global team, provide clear direction to teams, and communicate on results
• Creative thinker & problem solver - Can assess a problem, opportunity, or business challenge quickly and make strong decisions based on facts presented or based on previous experience
• Customer journey design skills - Has an understanding of the approach and tools & techniques needed to drive a customer experience mentality and focus within your service area remit