Director, CX Delivery Central Operations

About the RoleWe're looking for a Director to lead the Customer Advocacy & Solutions's delivery engine that helps make and scale decisions. This leader owns the AI led analytical backbone, the strategic narrative, and the operating cadence that keeps a multi-billion-dollar business moving in the same direction. They will fully own and run the Product Insight & Rollout (PIR) operating system across the global Delivery organization. The mission of this extended mandate is to build and run the systems that power bold launches, accelerate learning, and convert frontline signals into lasting product and operational improvements for users.You're joining at an inflection point. We're driving a transformation in our customer experience while growing at a rapid clip. The foundational KPIs are changing and the very metrics that define \"good\" will shift underneath us as we move to an AI-first world at scale. This leader keeps the numbers trustworthy and comparable through that change, so the org can always tell real signals from a moving baseline.We want a builder: someone who is AI-first by instinct, treats analytics, insights & planning as a scaled platform rather than a service desk, and can turn messy operational reality into clear, defensible strategy that executives act on. You'll partner closely with Product, Engineering, Operations, and Finance, and you'll be a trusted thought partner to senior leadership.If you get energy from standing up systems that outlast any single project and you'd rather teach a model to answer a question than answer it manually a thousand times this role is for you.This role is based in San Francisco and co-located with the leadership team. We believe the strategy, analytics, and planning function does its best work in close partnership - high-bandwidth, in the room, building together.What you'll do Lead a multidisciplinary team spanning PIR, Experience Quality, Analytics, Strategy, Planning, Program Management, and PIR, setting