+Build and implement strategies to drive customer adoption and retention for the largest cohort of customers, maintaining an in-depth knowledge of both existing and emerging cloud computing technologies to unlock significant opportunities. +Lead a world-class team by developing and executing programs to hire, coach, develop, and retain high-performing Customer Experience Managers, setting engagement and adoption targets, and holding the team accountable for achieving these goals. +Fostered an inclusive team culture focused on collaboration and continuous learning, driving continuous improvement in team processes and program-building methodologies within the CXM team and across the broader Digital Customer Success and Experience organization.+Maintained in-depth knowledge of existing and emerging cloud computing technologies, identifying and unlocking significant opportunities for customers to cross-sell/upsell.

+Managed and led a team of 10 Digital Implementation Specialists, overseeing the end-to-end implementation of new deals, including project planning, center setup, transport coordination, and operational startup, ensuring projects were completed on time, within scope, and budget. +Collaborated closely with vendor partners and integration teams to manage costing, and technical specifications, and ensure the smooth execution of projects, delivering high-quality outcomes and addressing any issues effectively. +Maintained clear and effective communication with internal stakeholders, clients, and external partners to align on project objectives, while driving continuous improvement initiatives to enhance efficiency, effectiveness, and overall project success in the distribution center design and implementation process.

+Monitored and analyzed customer experience metrics to maintain high satisfaction standards, developed strategies for process optimization, and led customer experience programs from ideation to execution, including the implementation to improve operational capabilities. +Designed and implemented customer experience solutions to address issues such as failed transactions and customer wait times, leading the development of programs to enhance the efficiency and effectiveness of customer experience processes. +Collaborated with internal teams including District Operations, Department managers, and the Safe Quality Foods (SQF) certification program in alignment with the Global Food Safety Initiative (GFSI) to ensure the seamless implementation of customer experience solutions and engaged with the product team to align automation solutions with business objectives and customer needs.