Teams at Flock

Lead a CX Design practice to create end-to-end, cross-channel support journeys and service blueprints. Manage and coach a team, oversee AI-enabled support, knowledge governance, and delivery of transformation programs (platform migrations, telephony, Salesforce, AI deployments) from scope through hypercare. Establish repeatable methods, ownership, quality standards, and measurable cross-functional influence.

Serve as the bridge between Finance and Customer Care to resolve complex billing and account cases. Manage end-to-end billing operations, perform reconciliations and dataset analysis in Salesforce and billing systems, partner cross-functionally to resolve escalations, educate customers across channels, and author process documentation to reduce inbound case volume.

Lead strategic sourcing, RFPs, and contract negotiations across SaaS, services, and hardware. Manage high-volume vendor workflows and renewals in Coupa and Omnea. Review and redline vendor agreements with Legal and InfoSec. Build procurement analytics and executive dashboards from spend data. Partner cross-functionally to create sourcing playbooks and drive process improvements.