Trusted Access Operations Lead

📋 Description

• Own the operating strategy and roadmap across Trusted Access programs, translating customer needs
• Build a coherent customer journey from application and eligibility review through approval
• Hire, coach, and develop your team. Set expectations, delegate meaningful ownership, give direct
• Make capacity and prioritization decisions across urgent customer needs, launch readiness, and
• Lead consequential customer escalations, bringing incomplete or conflicting evidence into a clear
• Turn support patterns into a prioritized roadmap with Product and Engineering: improve onboarding

🎯 Requirements

• Have built and run complex customer support, onboarding, access, risk, or service operations, with
• Have formally managed people through hiring, development, difficult feedback, and performance
• Can make defensible tradeoffs among customer commitments, safeguards, service quality, and
• Have led work across teams you do not manage, resolving ownership gaps and negotiating commitments
• Are analytically and technically fluent enough to diagnose workflow failures, evaluate automation
• Communicate with precision and empathy, from explaining an access blocker to a customer to