1. Role Purpose 

The Voice of the Customer Operations Lead leads the recurring rNPS operating rhythm for the GBS VoC execution pod by coordinating readiness inputs, dependency visibility, governance preparation, decision tracking, and Outer Loop coordination support. The role provides operational leadership across the recurring cycle and ensures the process remains controlled, decision-ready, and protected from scope creep. The role does not replace the Global Process Owner, does not own final business decisions, and does not manage Sales-owned Inner Loop execution, technology configuration, dashboard build, source-data remediation, or systemic business issue resolution. 

2. Role Positioning 

• Lead individual contributor role for the recurring rNPS operating rhythm within the GBS VoC execution pod. 

• Leads cycle control across readiness cadence, dependency tracking, governance preparation, decision visibility, and Outer Loop coordination support. 

• Coordinates the work of VoC Analysts for data/reporting readiness inputs, systemic evidence, KPI reporting, and Outer Loop package preparation without becoming a people manager unless formally assigned. 

• Provides operational leadership and escalation discipline without taking Sales, platform, data, dashboard, Global Process Owner, or business-resolution accountability. 

• Protects GBS from scope creep into Inner Loop execution, system configuration, dashboard build, data remediation, and business-owned resolution activity. 

3. Core Accountabilities 

• Lead the recurring rNPS readiness cadence and maintain a controlled view of launch readiness inputs, open risks, blockers, dependencies, and decision points. 

• Lead preparation of Go / No-Go input materials and residual-risk summaries using readiness evidence from accountable functional, platform, data, reporting, and analyst contributors. 

• Own the operating control layer for issue, dependency, decision, risk, and action logs across the recurring cycle. 

• Lead governance preparation for agreed VoC operating forums, including agendas, decision records, action follow-up, escalation summaries, and closure visibility. 

• Coordinate VoC Analyst inputs for data/reporting readiness, dashboard limitations, KPI outputs, systemic evidence, and Outer Loop package content. 

• Lead routing and readiness review of Outer Loop escalation packages prepared from systemic pain-point evidence. 

• Track leadership decisions, assigned owners, expected update timing, overdue updates, closure evidence, and escalation needs for accepted systemic issues. 

• Escalate unresolved process, data, platform, dashboard, governance, or ownership dependencies to accountable owners without taking ownership for resolution. 

• Support stabilization, service catalog packaging, onboarding, and transition readiness activities linked to the GBS VoC operating model. 

Skills and ExperiencereRequirement 

Experience 

• 5+ years preferred in customer experience, Voice of the Customer, operations, PMO, GBS, transition, governance, or cross-functional process leadership roles. 

Operating Leadership 

• Ability to lead a recurring operating cadence, readiness gates, dependency control, escalation discipline, and governance preparation without requiring formal line authority. 

Process Governance 

• Strong ability to structure action logs, decision logs, issue tracking, owner visibility, risk views, readiness packs, and escalation summaries. 

Stakeholder Management 

• Able to drive clarity across Sales, Marketing, Revenue Operations, data, reporting, platform, and leadership stakeholders. 

Executive communication 

• Able to prepare concise executive-ready governance updates, decision materials, escalation summaries, and risk / dependency views. 

Analyst Coordination 

• Able to coordinate analyst inputs across data/reporting readiness, dashboard limitations, KPI reporting, systemic evidence, and Outer Loop package support. 

Scope Control 

• Strong judgment to separate GBS operational leadership from Sales-owned, platform-owned, data-owned, Global Process Owner-owned, and business-owned execution.