• Develop cross functional strategies in the hyper growth environment.• Monitor, track & align program progress to business cases and budget.• Drive planning & execution of strategic cross functional programs to bring them to the finish line successfully.• Ensure cross functional alignment and management of critical path deliverables to ensure a great customer experience and program success.• Risk identification & mitigation along with the cross functional stakeholders.• Accountable for issue resolution to ensure positive end user experience & business readiness.• Develop & maintain Project Plan, Issue and Action Logs, Risk Management, Communication Plan, Status Reports, PIRs, Audits, etc.).• Present updates and next steps to Executive and Senior leadership teams at a regular cadence.

• Deliver optimal end-to-end Frontline experience within Operations.• Provide & advocate Frontline feedback to Continuous Business Improvement forum on product or process related improvements.• Partner with Data analytics to combine customer feedback & insights with Frontline feedback to influence product or process evolution. • Interlock & partner with Enterprise Process Improvement team to implement identified improvements.• Represent Operations & Business Care in end-to-end process mapping.• Own relationships with Operational Stakeholders & cross-functional partners and collaborate on Frontline improvement plans/roadmap & prioritization.• Complete cost / benefit analysis and develop supporting business cases.• Develop documentation and knowledge management content to support improvement launches.• Analyze current processes,& develop and execute continuous improvement activities.• Execute change management & launch support activities for all teams.• Champion resolution of reoccurring issues or process gaps.• Conduct time & motion studies to evaluate impacts to KPIs post-improvement change.

• Represented sales organization in cross-functional programs and projects including strategic initiatives, new products/process discussions, marketing campaigns and continuous improvement initiatives.• Proactively established, managed and created appropriate communication and delivered to all hierarchical levels at corporate sales ensuring they have line of sight and impact understanding.• Worked collaboratively with cross-functional teams to contribute to the development and execution of reference/training material and process requirement updates.• Managed end-to-end aspects of detailed implementation plans like stakeholder requirements, regular reporting, developing launch, execution and risk mitigation strategies, training and communication and Post implementation support tactics.• Actively engaged with the sales organization to understand their challenges and communicated that feedback to the concerned departments (Voice of Sales).• Identified opportunities to improve change management to streamline and optimize the flow of sales cycle.

• Manage strategic projects upwards of half Million Dollars with cross-functional teams and external stakeholders comprising of vendors and partner organizations.• Plan for resources and define scope aligned with the project deliverable and timelines.• Perform detailed analysis including risk detection and mitigation.• Engage stakeholders and partners to communicate the project plan with timelines and apply their feedback/updates.• Monitor project progress and track milestone status.• Manage any updates/last-minute requests through systematic change management.• Provide detailed project report (tailored based on the audience) and document it as per the current industry practices.• Establish and build relationships with internal cross-functional teams to help maximize project control and efficiency.• Identify gaps in various cross-functional initiatives and drive them to the respective teams with proposed process improvement solutions.• Compile stakeholder feedback and channelize the business process improvement and efficiency building measures to respective internal teams including process improvement.