Colibri Group

• Own overall program success and ensure the operating model improves • Maintain a clear view of program health and surface risks • Report to executive leadership with credibility • Identify and remove roadblocks to business transformation • Build and lead a small, high-impact team • Own change adoption outcomes and define successful adoption criteria • Drive operating model work to convert system capability into business change • Own readiness for Salesforce ecosystem migration on the business side • Build repeatable readiness playbooks

• Instruct assigned courses according to the provided course plan. • Actively engage with students online. • Utilize strong understanding with webinar/livestreaming technology and online instruction. • Recommend strategies for success and assist students in meeting course objectives. • Participate in faculty curriculum and ad-hoc meetings and trainings as required.

• Develop new content and maintain existing content for Becker’s tax products and courses • Follow developments in the tax profession and plan the timely development of content based on current events and new pronouncements • Write and/or review questions (e.g. multiple choice, simulation, essay) • Track development of course content and report regularly to management on development status • Provide guidance to production team on content design and on the tables, graphics and images used in content • Collaborate and respond to inquiries from cross functional teams • Review course content developed by subject matter experts (SMEs) • Coordinate the projects and timelines of course content developed by SMEs • Train SMEs on the use of course templates and learning platforms • Leverage instructional design principles in the development of content and courses • Assist with instructional design of new and existing content according to Becker’s proprietary design templates • Maintain library of current pronouncements, changes to tax law, exposure drafts of potential future pronouncements and inform SMEs of changes in authoritative literature to ensure that course content is current. • Review and critique the Becker learning platform and other learning tools. • Exhibit strong communication (both written and oral) and coordination skills as this role will require interface with SMEs at various levels as well as corporation with cross-functional teams

• Design, develop, revise, and align curriculum and instructional materials • Execute high-quality curriculum builds and updates based on data-driven decision-making • Ensure all course content is instructionally sound, standards-aligned, and compliant with expectations • Support faculty-related processes, including hiring and professional learning • Collaborate with faculty, subject matter experts (SMEs), and academic leadership

• Quality Monitoring & Evaluation: Assist in the development and upholding of customer service quality standards. Review and assess customer interactions (calls, chats, emails) for adherence to quality standards, policies, and procedures. Score interactions based on established criteria and document findings accurately. Identify trends and recurring issues impacting customer satisfaction and operational efficiency. • Performance Improvement: Collaborate with managers, supervisors, and key stakeholders to create strategies for improving service quality. Track progress on corrective actions and ensure continuous improvement of customer service representatives. Maintain documentation of training activities and quality assessments for all mentees. Implement professional coaching methodology to frame individual and group coaching sessions. Work in tandem with other QA professionals to create and maintain standard operating procedure documentation regarding the Quality Assurance role. • Technology & Reporting: Leverage quality reports, trend analysis, and professional observations to proactively identify performance risks and opportunities and translate findings into data-driven recommendations that inform business initiatives, operational improvements, and strategic decisions for Customer Service leadership. Support efforts to implement and create best practices around agent assist tools, AI quality tools, data collection, and technology usage. Make effective use of data for reporting and to influence broader business and training initiatives.

• Develop and execute paid acquisition strategies that drive revenue growth, customer acquisition, and long-term business objectives across four VPS brands. • Lead the turnaround and continuous optimization of paid media programs, improving efficiency, scalability, and commercial performance. • Make strategic investment decisions across brands, campaigns, audiences, and channels to maximize incremental revenue and return on marketing investment. • Own Google Ads strategy and performance, leading campaign architecture, optimization, and continuous improvement across Search, Performance Max, Demand Gen, Shopping, and other campaign types. • Diagnose performance issues using platform data, customer behavior, competitive insights, and attribution, translating analysis into measurable business results. • Develop search strategies that balance brand protection, customer acquisition, campaign efficiency, and profitability while maximizing qualified traffic and revenue. • Develop integrated, full-funnel acquisition strategies across Google Ads, Microsoft Ads, Meta, YouTube, and other paid channels, balancing top-, mid-, and bottom-funnel investments while applying appropriate attribution models. • Optimize performance across paid search, paid social, SEO, CRO, Lifecycle Marketing, and direct traffic, identifying opportunities to improve overall marketing efficiency through coordinated channel strategies. • Continuously evaluate channel, audience, and campaign performance, shifting investment toward the highest-impact opportunities based on business objectives and customer behavior. • Conduct ongoing account health audits to identify optimization opportunities, diagnose performance issues, and improve campaign efficiency. • Lead a disciplined testing and optimization program across campaign structure, bidding, audiences, creative, messaging, and landing pages using measurable success criteria. • Ensure operational excellence through accurate campaign execution, QA, tracking integrity, reporting, and continuous performance improvement. • Manage approximately $3.4 million in annual paid media investment across multiple brands, balancing revenue growth, profitability, and long-term marketing efficiency. • Make data-driven investment decisions using incremental revenue, CAC, ROAS, LTV, pacing, and overall business performance to optimize marketing efficiency. • Proactively identify risks and growth opportunities, adjusting investment strategies as business priorities evolve. • Develop executive reporting and recommendations that translate paid media performance into clear business insights, root causes, and prioritized actions. • Partner cross-functionally with Product Marketing, SEO, CRO, Lifecycle Marketing, Analytics, Finance, and platform partners to improve acquisition performance and identify new growth opportunities. • Leverage AI-enabled tools to accelerate analysis, reporting, forecasting, testing, and workflow efficiency while applying sound marketing judgment. • Stay current on evolving advertising platforms, automation capabilities, and emerging AI-driven optimization opportunities.

• Engage with customers via phone, email, or chat to provide assistance and resolve inquiries and/or concerns.** • Process orders, refunds, and other requests accurately and efficiently.** • Learn and maintain a deep understanding of the products and services to effectively assist our customers.** • Properly document and maintain accurate records of customer interactions and transactions.** • Provide technical support and fast-paced critical thinking to anticipate our customer’s current and future needs.

• Teach assigned course according to the curriculum plan. • Actively engage with students online. • Implement teaching strategies that will assist the student in meeting established course objectives. • Mentor students and mitigate potential performance issues. • Assist with updating course content when needed/required • Ability to instruct classes in Florida Air A, Air B, and Mechanical Contractor Trade Exam Prep and Business & Finance, as needed • Demonstrate comprehensive knowledge of both the Business & Finance and Trade components of the Florida Air A, Air B, and Mechanical Contractor’s Licensing Board (CILB) examination  • Provide detailed instruction on key exam topics including: -Florida Air A, Air B, and Mechanical Code requirements -Construction safety regulations and OSHA requirements -Air A, Air B, and Mechanical math calculations -Contract requirements and business law -Other Mechanical trade-specific knowledge • Create and review practice questions that align with current exam content  • Stay current with CILB exam updates and requirements  • Provide practical insights and exam-taking strategies based on personal experience • Develop and maintain study materials that address common exam challenges • Guide students through practice exercises and mock exams • Maintain knowledge of current construction practices, codes, and regulations

• Own and optimize day-to-day B2C sales operations to align with revenue targets, service levels, and business priorities. • Establish and enforce operational standards, workflows, and best practices to drive consistency, efficiency, and scalability. • Analyze performance trends, pipeline health, and operational metrics to support leadership decision-making and continuous improvement initiatives. • Lead, coach, and develop frontline sales teams through structured one-on-ones, performance reviews, and targeted development plans. • Facilitate weekly team meetings focused on performance outcomes, execution priorities, and operational alignment. • Conduct quality assurance reviews, including call evaluations and deal audits, to ensure adherence to sales standards and compliance requirements. • Partner with Sales Leadership and HR on hiring decisions, onboarding strategy, and workforce planning. • Approve PTO and manage staffing coverage to maintain operational continuity and productivity targets. • Serve as the primary owner of CRM (HubSpot) operational integrity, including pipeline structure, deal governance, data accuracy, and reporting standards. • Oversee deal crediting, compensation inputs, and data validation in partnership with Finance and Compensation teams to ensure accurate and timely reporting. • Develop, maintain, and scale onboarding materials, training documentation, and operational playbooks. • Ensure consistent and compliant CRM usage through audits, coaching, and continuous process improvements. • Partner cross-functionally with Sales Leadership, Finance, HR, Marketing, and Site Managers to align operational execution with company initiatives. • Act as a liaison between frontline teams and leadership, translating strategic priorities into actionable operational plans. • Communicate performance insights, risks, and improvement opportunities with clarity, accountability, and data-driven recommendations.

• Teach assigned course according to the curriculum plan. • Actively engage with students online. • Implement teaching strategies that will assist the student in meeting established course objectives. • Mentor students and mitigate potential performance issues. • Assist with updating course content when needed/required • Ability to instruct classes in Florida Electrical Contractor Trade Exam Prep and Business & Finance, as needed • Demonstrate comprehensive knowledge of both the Business & Finance and Trade components of the Florida Electrical Contractor’s Licensing Board (ECLB) examination • Provide detailed instruction on key exam topics including: Florida Electrical Code requirements Construction safety regulations and OSHA requirements Electrical math calculations Contract requirements and business law Other Electrical trade-specific knowledge • Create and review practice questions that align with current exam content • Stay current with ECLB exam updates and requirements • Provide practical insights and exam-taking strategies based on personal experience • Develop and maintain study materials that address common exam challenges • Guide students through practice exercises and mock exams • Maintain knowledge of current construction practices, codes, and regulations