Provides day-to-day leadership and subject matter expertise for cross-functional initiatives that advance service quality and operational excellence. Leads efforts to design and implement measurement tools, reporting frameworks, and insights that improve business processes and customer outcomes. Partners closely with operations, technology, and analytics service excellence teams to support high-priority programs and change initiatives. May lead a small team or serve as a senior individual contributor responsible for driving transformation within key service domains.

Acts as a change agent throughout the Region and Network in order to influence and steer management decisions to ensure alignment and optimization of engineering and operational plans.

Uses data and root-cause outcomes from the service excellence and other teams to implement improvements and actions to optimize service levels.

Leads strategic initiatives and service impact projects focused on opera...