Own and monitor key digital agent metrics, including containment, contact resolution, CSAT, customer effort, intent match, response accuracy, escalation rate, context transfer success, uptime, error rate, latency, critical errors, knowledge quality, and financial implications. The manager will monitor performance, analyze trends, lead defect remediation, support AI governance, and partner across operations, technology, risk, privacy, knowledge management, and platform teams to deliver reliable, measurable outcomes.