As a Technical Customer Experience Operations Manager, I am responsible for overseeing and optimizing the technical support and technical services operations to enhance the overall customer experience. My role involves working together with the Support and Technical Services leadership, developing and implementing strategies and tools to improve efficiency, and ensuring that we have the best customer experience. This includes KPI definition and tracking, services monetization, customer journey improvement with a focus on deployment and value realization. The position demands close collaboration with other departments such as Engineering, Product, Sales, Sales Engineering and GTM teams, data analysis and process improvement.

I spearheaded the development of Cybereason’s Global Internal Communications infrastructure from the ground up and managed supporting functions in Boston, TLV, Tokyo, and London. I played a pivotal role in fostering effective communication and engagement within the organization. This role involved crafting and executing comprehensive communication strategies to ensure that employees across different regions and departments are informed, aligned with organizational goals, and motivated. Collaborated with senior leadership, HR, and other departments to cascade key messages, manage crises, and drive change initiatives, ultimately contributing to enhanced employee morale, productivity, and the achievement of the organization's global objectives.

I played a pivotal role in executing the company's strategic initiatives through the implementation of the OKRs framework, collaborating closely with senior management, including the CEO and COO. My responsibilities encompassed overseeing all aspects of strategy execution programs throughout the organization, fostering alignment among various stakeholders within the senior management team.

Agile Project Management for multiple R&D projects.

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