Use CSAT, NPS, service levels, first contact resolution, quality, handle time, utilization, dealer coverage, outbound activity, and revenue data to diagnose root causes and test improvements; measure whether changes worked and adjust quickly. Advocate for customers, dealers, and employees by turning friction into quantified proposals for better staffing, policies, workflows, training, integrations, and tooling; carry proposals through decisions, implementation, and measured results with IT, Operations, Product, Sales, and Marketing.