Business Excellence Director

About this role

Responsibilities

• Serve as a subject matter expert for Pega Platform and Customer Service, defining and standardizing implementation best practices and repeatable solutions.
• Translate field learnings into prescriptive guidance, patterns, and delivery Bill of Materials; partner with Docs/Academy; and drive strategic content within Expert Circles.
• Govern early adopter engagements by defining cadence, clarifying success criteria, tracking health, and unblocking issues across account, delivery, and product teams.
• Govern partner Lighthouse Lab engagements by shaping and managing Lighthouse Labs for partners to create repeatable delivery BOMs, patterns, and guidance, ensuring partners are equipped for real-world delivery success.
• Develop programs for delivery thought leadership, field enablement, and client adoption.