Responsibilities

• Cross-Functional Program Leadership - Own program management for the cross-functional Defector Mission Team, driving operating cadence, milestone accountability, and executive-level reporting across Data Science, Lifecycle/CRM, Outbound Sales, Product, and Finance. - Serve as the connective tissue across teams, ensuring strategy, modeling, and execution stay tightly aligned toward the save-rate target.
• Segment Strategy & Acquisition Playbooks - Collaborate with Research and Data Science teams to define customer cohorts by defection driver (FUD, experience, price-value) and prioritize the highest-propensity segments for action. - Build acquisition playbooks tailored to each segment, and lead scoring and segmentation aligned to various data modeling frameworks - Partner with Marketing to ensure the top of the funnel is fueled with the right leads to support segment strategy
• Data-Driven Targeting & Funnel Optimization - Partner with Data Science to operationalize the daily defector propensity model, translating scores into actionable outreach lists and test-and-learn campaigns. - Develop targeting strategy to filter out low-intent and self-serve leads before they reach Sales, and lead MQL → SQL conversion modeling and funnel analysis.
• Pipeline & Capacity Planning - Manage pre-booking and appointment pipeline strategy for TY26 and year round engagement - Lead outbound lead pool sizing and capacity planning to support Concierge expansion.
• Performance Measurement & Executive Reporting - Track and report against north-star metrics, both with cross functional stakeholders and senior leadership - Communicate progress and recommendations clearly to senior leaders and executives

Requirements

• Background in strategy, growth marketing or customer lifecycle management.
• Comfortable operating at the intersection of data science and go-to-market execution — able to translate models and scores into real campaigns and outreach.
• Strong program management skills, with a track record of driving cross-functional teams toward a shared, numeric outcome.
• Self-starter who can lead and influence without direct authority across Data Science, Sales, Product, and Finance partners.