Risk - Scale and modernize appeals processes and tools, enhancing publisher trust, accelerating error resolution, and reducing operational strain.People & Culture - Launched a multi-channel leadership development initiative that enhanced engagement, growth opportunities, and cultural alignment during organizational change, with ongoing program evaluation for continuous improvement.Security & Tool Enablement - Ensure secure tech enablement for Books Support Operations, overseeing nearly 300 tools utilized by 29 teams across five countries, and enhancing team efficiency and quality through effective secure technology implementation.

Own the development, launch, and support of tools used to directly support content providers or utilized by internal support teams, including (but not limited to): Contact Management Systems, internal administrative tooling, peer-to-peer communities, marketing products, and lead tracking / content acquisition.

Provide a standardized approach to drive efficient delivery of customer-facing programs, products and features to a global customer service and worldwide publishers. Act as the voice of publishers and our customer service team, advocating for the optimal experience for both.

Execute projects and changes that impact a global customer service organization and its customers.

Drive process improvement, contact reduction programs, and customer experience metrics reporting, while advocating for publisher experience improvements and act as the voice of the customer.

Responsible for resolving the most highly escalated customer contacts directed to corporate executives and leadership while also driving root cause analysis, identifying systems and procedures that directly or indirectly lead to these contacts, and driving positive action for change and resolution on behalf of customers, and the overall business.Respond to and resolve customer complaints filed with the Better Business Bureau, Attorney General Office and similar consumer protection agencies on behalf of CreateSpace.