Consumer Group Expert Services Operations - Engagement, Governance, & Adoption

Overview

The Expert Network sits at the intersection of partner teams, product organizations, and Service Delivery — and the quality of every customer interaction depends on how well engagement, information, and strategy flow between them. The Expert Network Center of Excellence (COE) is responsible for owning the governance of that flow: ensuring every engagement between partner teams and Service Delivery — in both directions — is structured, classified, and routed in a way that sets Service Delivery up to execute with excellence.

The Expert Network sits at the intersection of partner teams, product organizations, and Service Delivery — and the quality of every customer interaction depends on how well engagement, information, and strategy flow between them. The Expert Network Center of Excellence (COE) is responsible for owning the governance of that flow: ensuring every engagement between partner teams and Service Delivery — in both directions — is structured, classified, and routed in a way that sets Service Delivery up to execute with excellence.

As our Engagement Governance & Adoption lead, you’ll own Expert Network Experiences Central Intake — the front door for all partner-initiated and Service Delivery-initiated engagement within the Consumer Group Expert Network. That means classifying requests by engagement type (Testing/Piloting, VOE/Feedback Collection, Strategy Alignment, Service Guidance, Comms/Cascade, Training/Enablement, and Expert Network Surfacing), assigning sensitivity levels, and routing to the right execution partners — Expert Change & Readiness Management (ECRM), Comms, Learning & Development, and Operational Excellence — with the context they need to act.

You’ll also own the upward flow: ensuring that insights and field intelligence from Service Delivery managers reach the right partner teams in a form that is distilled, representative, and actionable.

This role is well suited for someone skilled at governance and intake design in complex, multi-partner environments — someone who can bring structure to a high-volume flow of engagement, represent Service Delivery's operational reality in both directions, and stay accountable for outcomes even when execution runs through others.

• Expert Network Central Intake — Ownership & Governance — Own and continuously improve Expert Network Experience (ENE) Central Intake — the single front door for all partner-to-Service Delivery and Service Delivery-to-partner engagement within the Consumer Group Expert Network. Classify all incoming requests by engagement type and sensitivity level. Route to the appropriate execution partners with the context needed to execute effectively.
  
  The intake is branded as ENE, not COE.
• Engagement Type Classification & Routing — Receive and triage all requests across seven engagement types:
  Testing/Piloting (including media engagements), VOE/Feedback Collection, Strategy Alignment, Service Guidance, Comms/Cascade, Training/Enablement, and Expert Network Surfacing. Ensure each is routed correctly and that execution partners — Expert Change & Readiness Management (ECRM), Comms, L&D, and Operational Excellence where applicable — have what they need before they engage Service Delivery.
• Expert Network Surfacing — Upward Flow — Own the upward flow:
  Service Delivery managers and leads surface needs, insights, and issues through ENE Central Intake. COE classifies, distills, and routes that intelligence to the right partner teams with appropriate context and framing. ENE is the decision maker on what gets surfaced and how — not a pass-through.
• Execution Partner Coordination — Partner closely with Expert Change & Readiness Management (ECRM), Comms, Learning & Development, and Operational Excellence as conditional execution partners. Provide each with a classified, framed request. Maintain clear lines between COE's governance ownership and each partner's execution ownership. COE does not execute change management, write communications, design training, or run lean cycles — it governs the intake and routes to those who do.
• Sensitivity & Narrative Management — Assign sensitivity levels (Open,…