Expert

What this level means

Expert in field; key problem solver and project leader, authority in multiple areas

Scope

Multiple systems or a technical domain

Autonomy

Sets direction within the domain

Complexity

Novel, high-ambiguity problems; establishes the approach

Impact

Org / multi-team outcomes

Decision rights

Authority over a technical domain

Leadership

Leads cross-team technical initiatives

Typical experience

8–12 yrs

What you'd do

• Own global support rollout plans
• Define support strategy
• Liaise with cross-functional leaders
• Drive innovation in customer experience
• Ensure alignment with business goals
• Lead strategic support initiatives
• Represent support in executive meetings
• Foster a culture of excellence
• Define support strategy
• Liaise with leaders
• Drive customer experience innovation

Skills, knowledge & tools

• Strategic planning
• Executive communication
• Innovation
• Cross-functional leadership
• Change management
• Visionary thinking
• Customer experience design
• Advanced leadership skills
• Global support strategies
• Executive communication
• Innovation in customer experience
• Strategic leadership
• Cross-functional collaboration
• Change management
• Business alignment
• Culture of excellence
• Visionary support
• Innovation in customer experience
• Executive communication
• Strategic Leadership
• Cross-functional collaboration
• Customer Focus
• Innovation
• Change management

What good looks like

• 8+ years at a senior technical support level
• Executive communication skills
• Proven strategic leadership

Common titles

What it pays

Market-pay benchmarks for this family × level are being recalibrated across all survey sources and will return shortly.

O*NET / SOC: 43-0000 — Office & Administrative Support Occupations (inferred)

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