Customer Experience Specialist IV

Coaching Copilot Deployment & Pipeline Management

• Own the regional Coaching Copilot deployment pipeline, managing account outreach, intake, and onboarding from initial introduction email through to full deployment handover.
• Send, track, and follow up on introduction emails to new and existing accounts within the region, maintaining clear status records for all outreach waves.
• Conduct discovery sessions with regional Operations leaders to gather requirements - LOBs, KPIs, team leader rosters, and skills mapping data - required for Copilot creation by the development team.
• Coordinate with the Copilot development team to submit complete intake forms, schedule demonstration calls, confirm deployment readiness, and ensure smooth handovers.
• Manage the regional account tracker, keeping statuses current across all pipeline states: deployed, pending data, pending demo, delayed, or no-response.
• Apply a batched outreach strategy to prevent backlog buildup and main manageable response volumes.

Adoption & AI Influencer Management

• Serve as the primary change management lead for all Coaching Copilot accounts within the region, following the established AI Influencer model.
• Identify, onboard, and regularly engage AI Influencers within every deployed account, ensuring they understand their role in monitoring usage, collecting feedback, and escalating issues.
• Monitor weekly Copilot usage dashboards across all regional accounts, proactively contacting accounts where active usage falls below target (80% of TLs weekly) to identify and remove adoption barriers.
• Facilitate monthly AI Influencer check-in calls for active accounts, sharing usage data, celebrating wins, surfacing adoption challenges, and aligning on actions to sustain momentum.
• Track compliance with minimum usage expectations.
• Document and escalate systemic adoption barriers - tool access issues, skills map gaps, TL resistance, or connectivity problems - to the Global Quality Transformation Director and Leadership Development for resolution.
• Share adoption success stories and best practices across accounts and regions, contributing to the global Coaching Copilot knowledge base and peer learning forums.

Coaching Program Enrichment

• Scale regional scheduling and delivery of Coaching Essentials (RSC) training for new Team Leaders and Operations Managers, liaising with learning team to ensure facilitators are prepared.
• Curate monthly coaching calibration calls (scenario packs and AI role-play exercises) designed for practical application, tracking completion and elevating completion rates.
• Support regional coaching triads by reminding OMs of triad cadence, distributing preparation packs, and ensuring documentation is completed in the platform used.