Sr. Director, Customer Experience and Strategic Execution

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Canada Accountabilities Lead, develop, and coach a multidisciplinary organization of approximately 20 team members, building a culture of accountability, collaboration, and continuous improvement. Design and manage an enterprise-wide escalation framework covering executive, strategic-account, and Tier-3 issues, including severity classifications, service-level expectations, customer communications, and post-incident reviews. Take senior-level ownership of critical customer escalations, develop recovery plans, and communicate directly with customer executives to restore trust and drive…