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 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 – Present

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 deployment of GenAI voice and chat capabilities, improving responsiveness, operational efficiency, and customer satisfaction.
  • Designed CX-focused PMO framework governing enterprise initiatives including intake, prioritization, resourcing, and delivery.
  • Directed cross-cultural teams of 30+ professionals across contact center operations, CX PMO, partner management, escalation support, and data analytics.

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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