Develop, implement and manage new product or service launch readiness programs to ensure trustworthy and excellent service experiences - maintaining or improving customer satisfaction and cost efficiency.
Manage and prioritize global and regional projects related to TTS partners (Sellers and Creators) / customers (Buyers) experience and service quality. Collaborate with cross-functional teams and stakeholders to identify, evaluate and address risks, opportunities and dependencies across project stages.
Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
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Own the regional on-call service strategy, operating model, and service delivery roadmap to ensure effective support for internal stakeholders, sellers, and creators.
Establish and continuously improve the escalation management framework, including KPIs, SOPs, workflows, ticketing processes, severity definitions, response standards, and governance mechanisms.
Own critical or high-risk escalations, ensuring timely coordination, clear ownership, effective resolution, and transparent stakeholder communication.
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