Leads complex customer-facing programs through execution, financial management, risk and issue resolution, contract compliance, change orders, and service delivery. Coordinates cross-functional, offshore, subcontractor, and partner teams while managing schedules, budgets, requirements, quality, and customer satisfaction. Builds trusted customer relationships, identifies account expansion opportunities, and leads negotiations and recovery actions. The role requires regular work in the San Francisco Bay Area and domestic and international travel as needed.

Senior regional leader accountable for end-to-end customer success across deployment and steady-state operations. Owns escalation management, cross-functional coordination across Contact Center, Technology & Service Operations, Field and Financial Services, SDM performance, matrix resource prioritization, and continuous improvement to meet SLAs, CSAT/NPS, and incident resolution targets.