Own the end-to-end performance of the operational-enablement function — Workforce Management, Real-Time / Control Tower operations, MIS/Reporting/Decision support, Quality/knowledge management, and Training Management.
Establish and run a centralized Control Tower providing real-time, cross-account command and visibility of service levels, adherence, occupancy, and intraday performance, with the authority to intervene to protect contractual SLAs.
Set and manage the function's operating plans and budget to meet cost-to-serve and efficiency targets, contributing directly to the protection of operational margin.
Act as the FP&A focal point for the business — owning the operational inputs to budgeting, forecasting, and variance analysis, and converting operational performance data into financial insight that informs the General Manager's P&L decisions.
Lead a multi-team function through subordinat...
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