Coinstar

• Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and values • Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work • Resolve and/or approve customer service Tier 1 issues for customer service vendor • Responsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.) • Participate in vendor meetings, quality calibration and business reviews • Facilitate vendor team lead meetings • Complete audits to confirm adherence of company policies and procedures • Champion business strategies and new product implementation • Bring forward to Vendor Manager recommendations on current policies and procedures as well as day to day process improvements • Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors • Perform various administrative tasks

• Design and produce digital marketing assets across paid media, email, website, app, social, and retail channels. • Develop multimedia content including lightweight motion graphics, animations, GIFs, and short-form video assets for customer engagement and marketing campaigns. • Create and adapt creative assets across multiple digital formats and channels while maintaining brand consistency. • Support development of email templates, landing page creative, and digital customer communication assets. • Design kiosk graphics, promotional creative, and retail marketing materials to support customer-facing initiatives. • Collaborate cross-functionally with Marketing, Product, CX, Retail, and external partners to execute creative projects and campaigns. • Support creative testing initiatives by developing asset variations for digital campaign optimization. • Maintain organized creative files, templates, and asset libraries to support scalability and operational efficiency. • Manage multiple projects simultaneously while meeting established timelines and business priorities. • Support implementation and evolution of Coinstar brand standards across customer-facing touchpoints.

• Develop and execute an API strategy that aligns with the company’s business and reliability objectives • Lead the design, development, and deployment of scalable, secure, and observable APIs • Implement and manage API platforms and tools to ensure visibility, monitoring, and proactive alerting across the API ecosystem • Establish and enforce API governance policies covering versioning, security, performance, and lifecycle management • Define reliability and availability standards (SLIs, SLOs) and drive continuous improvement in uptime and latency • Collaborate with product managers, developers, and stakeholders to translate business requirements into reliable API solutions • Create and maintain high-quality API documentation and developer guides • Provide technical guidance, mentorship, and training to internal teams on API reliability, observability, and best practices • Use metrics, tracing, and logging data to analyze API behavior, detect issues, and optimize performance • Evaluate and recommend emerging tools and technologies to improve API reliability, scalability, and developer experience • Stay current with trends in API design, observability frameworks, and cloud-native architecture

• Act as a key software engineering resource in developing and maintaining Coinstar's partner facing systems as well as key internal software solutions supporting our Field personnel • Responsible for key design decisions that impact internal and external software systems as Coinstar expands in Coinstar's Microsoft Azure environment • Work with global stakeholders to align technical decision making with stakeholder expectations • Motivate, coach, and mentor team members on best practices and adherence to policy, including acting as a point of escalation for more junior members. • Contribute to content and continuous improvement of software engineering metrics. • Maintain all software development and operational documentation including tools, processes, guidelines, and other aspects; owning accuracy, organizational awareness, and continuous improvements. • Remain current with emerging technologies, influencing the future Coinstar landscape. • Role model Coinstar Competencies, holding self and others accountable. • Collaborate with stakeholders to prioritize initiatives and manage project timelines • Lead technical design and architecture discussions for system integrations and enhancements • Analyze business requirements and translate them into scalable technical solutions • Optimize system performance, reliability, and security across enterprise platforms • Troubleshoot complex production issues and implement long-term fixes • Drive best practices in code quality, testing, and deployment (CI/CD)

• Responsible for providing technical leadership for Coinstar’s enterprise applications with a focus on our ERP platform and core business systems • Identifying and resolving complex issues, strengthening and enhancing current solutions • Acting as a technical go-to for software engineers in developing solutions that support Coinstar’s corporate systems • Establishing standards and best practices for translating business requirement into full-stack development solutions across ERP and integrated applications • Collaborating in setting and implementing the overall organizational vision • Representing the Technology organization across the business to ensure functional alignment with strategic business goals • Participating in company long-range planning sessions • Managing vendors and enterprise Service Level Agreements (SLAs) • Maintaining all software development and operational documentation. • Providing technical direction to achieve Service-oriented Architecture (SOA) principles to build full-stack software solutions according to software engineering design best practices • Leading team attainment of velocity and productivity goals in project and time tracking tools

• Lead a team of engineers and UI/UX designers focused on kiosk solution development, ensuring alignment with company objectives and consumer requirements • Oversee and integrate the end-to-end software development lifecycle for applications, including QA processes from requirements, architecture through deployment and production support • Provide direct leadership, mentorship, and guidance to a dedicated Quality Assurance (QA) team, ensuring robust test planning, execution, and defect management • Facilitate major technology decisions and architectural reviews impacting kiosk platforms • Uphold best practices in coding, security, performance, and CICD for all kiosk software deliverables, and encourage automation in QA processes • Collaborate with hardware engineering and product teams for seamless integration of hardware, firmware, and software components, coordinating quality checkpoints • Implement meticulous testing, release management, and quality assurance across all deployments, prioritizing defect prevention and timely resolution • Maintain strong vendor relationships to uphold service-level agreements (SLAs) for kiosk operations and support • Drive process improvement and increased automation across kiosk software development and support operations • Foster team capacity planning and forecasting to ensure on-time delivery of kiosk initiatives • Coach, mentor, and develop kiosk engineering and QA staff for both technical skills and leadership potential

• Operational Issue & Bug Management • Own intake, tracking, and prioritization of product issues across GPR and Cash-In • Partner with Product, Engineering, and Support teams to drive timely resolution of defects and operational issues • Maintain clear visibility into issue status, trends, and recurring root causes • Identify opportunities to improve issue management processes and reduce repeat issues • Product Analytics & Reporting • Develop and maintain regular reporting on product performance and operational health • Track key metrics such as loads, active users, transaction success/failure rates, and funding behavior • Identify trends, risks, and performance gaps; escalate insights to Product and CX leadership • Escalation Management • Serve as the primary point of contact for product-related operational escalations across the organization • Partner with the Product Manager, as appropriate, on escalations requiring product decisions, prioritization, or trade-offs • Triage issues, assess severity, and coordinate cross-functional response across Product, Engineering, Support, and Operations • Ensure timely communication, resolution, and closure of escalated issues • Help establish and maintain clear escalation processes and severity frameworks • Kiosk / Hardware Support Coordination • Partner with Field Operations, Engineering, and vendors to support kiosk and hardware-related issues impacting product performance • Support readiness and operational validation for new features deployed to kiosk environments • Operational Process Improvement • Develop and maintain repeatable, scalable operational processes for issue tracking, reporting, and escalation management • Improve cross-functional workflows to increase speed and efficiency of execution • Reduce operational friction across teams and improve overall product reliability