Own the Customer Care process and technology roadmap, system-of-record discipline, knowledge-management practices, data governance, dashboards, reporting, and adoption of Salesforce Service Cloud, including the planned move of case management to Manufacturing Cloud, a Level 1 knowledge base, and field quality data capture within case management. Deliver email-to-case and web-to-case intake and integrated case management in Salesforce, agree on Level 1 to Level 2 handoff commitments with partner functions, launch field quality data capture, and establish KPI baselines before committing to performance targets.