Sounding Board, Inc.Senior Manager, Customer Experience Operations
Jan. 2024 - Mar. 2025I oversaw the operations of Customer Experience (CX), ensuring seamless alignment between tactical implementation and strategic CX frameworks, with a strong emphasis on effective change management practices. My role involved spearheading various initiatives, notably the establishment and management of a Voice of the Customer program. Additionally, I crafted and implemented an intuitive self-service onboarding education program to elevate user experience while streamlining support processes. I also continued to fulfill all responsibilities carried out as Senior Manager, Customer Support.