Available for New Opportunities

Lisa
Wysocky

Customer Experience Executive with 25+ years transforming global CX organizations through AI, data, and disciplined leadership.

Global CX Transformation AI Enablement Contact Center/BPO Operations PMO Governance Agent & Sales Enablement Voice of the Customer
917.334.4601 LisaWysocky1@gmail.com LinkedIn New York, NY
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At a Glance

Performance-driven executive who transforms complex, global CX organizations by modernizing operating models, integrating AI-centric engagement tools, and building governance frameworks that enhance service quality, operational efficiency, and customer loyalty — at scale.

25+ Years of Experience
9K+ Agents Led Globally
700K+ Monthly Call Volume
200% Surge Managed — Zero Outage

Experience

Sonos, Inc.

2022 – 2026

Senior Director, Program Management & Partner Channel Operations

Enterprise CX leadership across global contact centers, partner channels, PMO governance, and escalation management in a consumer electronics environment spanning the US, China, and Europe.

  • Modernized global CX operating models by redesigning workflows and execution rhythms, eliminating silos and driving execution velocity.
  • Led CX operations through demand surges exceeding 200% of forecast during high-risk application updates — maintaining service continuity and executive confidence.
  • Oversaw enterprise development of Sierra AI Agent for voice and chat, improving responsiveness, operational efficiency and customer satisfaction.
  • Designed CX focused PMO framework governing enterprise initiatives through intake, prioritization, resourcing and delivery. Projects and programs encompassed new product introductions, software updates, Salesforce desktop implementations, contact center tooling launches and channel efficiency initiatives.
  • Directed cross - cultural teams of 30+ professionals across contact center/BPO operations, CX PMO, partner management, escalation support, data analytics and hardware/software Beta programs.

SiriusXM

2018 – 2022

Senior Director of Program Management

Enterprise CX program management across a subscription-based media organization with millions of subscribers and global contact center operations.

  • Directed enterprise governance across subscriber acquisition, retention, fraud prevention, and pricing initiatives across multi-channel contact center environments.
  • Led global contact center ecosystems: 9K+ outsourced agents across the U.S., Philippines, LATAM, and Canada.
  • Oversaw OEM and strategic partner programs including Amazon and automotive integrations, leading cross-functional delivery through multi-site launch.
  • Led large-scale COVID-19 operational transformation, automating customer communications workflows and stabilizing service delivery.
  • Supervised multi-channel revenue programs — inbound/outbound sales, upsell, down-sell, and cross-sell — supporting subscriber growth and retention.

SiriusXM

2010 – 2018

Senior Director, Revenue & Retention

End-to-end enterprise retention and revenue strategy across high-volume subscription contact centers. Balanced churn reduction, experience quality, and revenue performance at scale.

  • Led Save 2.0 transformation, integrating the Pega decisioning platform to standardize save strategies and improve conversion effectiveness.
  • Identified and managed the retention–revenue break-even threshold, sustaining enterprise churn targets 2%+ while safeguarding margin integrity.
  • Spearheaded training and enablement for 1K+ employees, driving adoption of pricing strategies, sales scripts, and process improvements.
  • Delivered the Service Continuity Program with 90%+ success rate, translating intent into operational process improvements.
  • Orchestrated cross-functional collaboration with marketing, product, finance, and analytics to translate business objectives into high-impact CX execution.

SiriusXM

2006 – 2010

Senior Manager & Sales/Retention Vendor Manager

Frontline leadership managing enterprise sales and retention performance across outsourced contact center partners during the Sirius–XM merger and post-integration growth period.

  • Orchestrated Sirius–XM merger integration — harmonizing retention strategies, KPIs, training, and agent tools across two legacy organizations.
  • Maintained retention performance with zero churn impact throughout complex merger execution.
  • Drove 30%+ increase in voluntary customer subscriptions and 20% reduction in service credit issuance.
  • Designed and executed quarterly incentive programs for prepaid subscriptions, optimizing conversion rates and accelerating sales velocity.

Core Competencies

🌐

Global CX Transformation

Redesigning operating models across international contact centers and partner channels to elevate service at scale.

🤖

AI Enablement

Enterprise deployment of GenAI voice and chat solutions, driving measurable efficiency and customer satisfaction gains.

📋

PMO Governance

Designing and operationalizing CX-focused PMO frameworks with intake, prioritization, resourcing, and disciplined delivery.

📈

Revenue & Retention

Data-backed strategies spanning inbound, outbound, upsell, win-back, and churn reduction at enterprise scale.

🤝

Cross-Functional Leadership

Bridging engineering, marketing, product, finance, and analytics to deliver aligned, high-impact CX outcomes.

🔊

Voice of the Customer

Translating frontline insights and customer data into enterprise-level decisions, policies, and program design.

Education & Certifications

New York University

B.A., Journalism

Cornell University · 2020

Women's Leadership Certification

Disney Institute · 2019

Quality Service Course

Let's Connect

Open to senior CX, operations, and transformation leadership roles. Based in New York, available immediately.

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