Senior Program Lead - Customer Advocacy and Solutions Delivery

Global Delivery CX owns the end-to-end customer experience and support strategy for Delivery (Eats, Grocery, and New Verticals). The team sets the global CX vision, defines support policies and operating standards, partners with Product/Tech and Regional Ops to improve customer outcomes, and steers the portfolio of global programs that improve quality, efficiency, and customer love across markets.

The Chief of Staff will report directly to the Senior Director, Head of Global Delivery CX, and sit at the center of the Global Delivery CX leadership team. The org spans global programs, scaled operations, quality, vendor/BPO management, and analytics. This role will be the connective tissue across these teams and our key partners (Regional CommOps, Delivery Ops, Product, Finance, Legal, etc.), ensuring we have a clear operating rhythm, strong execution against priorities, and a well-run leadership team.

This is a high-visibility, high-trust role that helps execute significant strategic, operational, and cultural agendas for Global Delivery CX, while owning the operating system of the org and extending the capacity of the Senior Director across a broad range of topics: leadership routines, planning and prioritization, cross-functional coordination, and follow-through on decisions. Scope includes driving our operating cadence (QBRs, MBRs, staff meetings, planning cycles), ensuring alignment across programs and regions, and unblocking execution on our most important initiatives.

What will this person do?

• Design and run the Global Delivery CX operating rhythm (staff meetings, LT offsites, QBRs/MBRs, planning).
• Translate strategy into clear priorities, roadmaps, and owners across the org; track progress and drive follow-through.
• Prepare materials and narratives for senior forums (ELT reviews, planning, portfolio updates).
• Coordinate cross-functional workstreams with Regional CommOps, Delivery Ops, Product, Finance, and others to land key decisions and initiatives.
• Identify misalignments, risks, and execution gaps early, and drive timely resolution with the right stakeholders.
• Extend the capacity of the Senior Director by triaging incoming asks, representing them in select meetings, and ensuring decisions and actions are documented and executed.
• Serve as a thought partner to the Senior Director on a full range of strategic, operational, and cultural topics, helping navigate uncertainty and risk-not only running the process but shaping the substance of decisions.
• Anticipate and surface risks, misalignment, and political/cultural potholes early, and act as an honest broker across senior stakeholders to keep the agenda on track.

• Minimum 6 years in project/program management experience.
• Bachelor's degree or equivalent professional experience.

• 12+ years of experience & domain expertise
• 5+ years of total experience in Chief of Staff, Strategy & Operations, Management Consulting, or Business Operations roles.
• 2+ years of experience operating within global technology, high-volume customer support (CommOps), on-demand delivery, or two-sided marketplace businesses.
• Multi-regional execution experience coordinating projects across at least 2 global regions (e.g., NAM, LATAM, EMEA, APAC).
• Hands-on build experience deploying at least 2 custom AI tools, workflow automations, or agent bots (e.g., using LLM APIs, low-code/no-code platforms, or Python/scripting) to automate operational or reporting processes.
• Data & Analytics proficiency with SQL, BI dashboards (e.g., Tableau, Looker), and advanced financial/operational modeling in Excel or Google Sheets.
• Experience designing and running operating rhythms (e.g., QBRs, MBRs, executive staff meetings, annual planning cycles) for teams or organizations.
• Portfolio management track record of tracking and delivering concurrent cross-functional projects with defined timelines, milestones, and deliverables.