Mindvalley

• Drive the VoC Program: Lead the initiative to capture, analyze, and report on customer feedback and contact drivers across all channels. • Perform deep-dive analysis on contact volume to determine the "why" behind inquiries; identify systemic issues, bugs, or user experience gaps. • Create and present actionable dashboards and reports to leadership that quantify pain points and track the impact of improvements on contact reduction. • Lead projects focused on "ticket deflection" by identifying opportunities to improve proactive problem solving, product experience and in-product guidance. • Review and optimize internal workflows and user-facing processes to make support resolution faster and more effective. • Identify recurring patterns suitable for AI and automation; work with technical teams to implement tools that solve problems without human intervention. • Act as the primary liaison between Customer Support and the Product, Engineering, and Marketing teams to ensure customer feedback directly influences product roadmaps. • Establish a consistent feedback loop to ensure other departments understand how their decisions impact support volume and customer sentiment. • Serve as a subject matter expert to support managers and agents during critical incidents or complex escalations.

• Develop and pitch social-first concepts for Mindvalley’s stage talks, podcasts, and key launches • Translate strategic direction into creative production plans and content calendars • Identify emerging content trends, hooks, and formats that align with Mindvalley’s mission and audience • Watch, analyse, and dissect long-form recordings (talks, podcast episodes, interviews) into compelling short-form content opportunities • Write clear, creative briefs for editors that include narrative structure, emotional tone, captioning guidance, and visual direction • Ensure briefs communicate *why* a piece matters, not just what to cut • Act as the connective tissue between strategists and editors, ensuring the intent of strategy translates into execution that performs • Work closely with copywriters, thumbnail designers, and platform specialists to optimize creative output • Provide editorial feedback and iteration notes to editors to ensure storytelling quality and social resonance • Stay on the pulse of trends in platform algorithms, features, and storytelling norms • Support repurposing strategy across YouTube Shorts, Reels, TikTok, and podcast video formats

• Lead design, deployment, and tuning of Mindvalley’s cybersecurity tooling (SIEM, CSPM, vulnerability scanners, endpoint detection, and SaaS monitoring). • Manage and optimize GCP Security Command Center, Google Workspace, Okta/Auth0, and integrations across the SaaS ecosystem. • Automate detection and response using scripting / automation tools. • Operate the full lifecycle of vulnerability management. Discovery, triage, remediation coordination, validation, and metrics reporting. • Perform targeted penetration tests and purple-team simulations against high-value assets. • Correlate findings across multiple tools and automate risk reporting dashboards. • Continuously harden GCP configurations, GWS configurations and CI/CD pipelines. • Build secure defaults and reusable controls for Engineering teams (e.g., API authentication patterns, secret management, encryption policies). • Partner with Product and AI Innovation teams to embed secure development practices and data protection into new services. • Administer and optimize Okta/Auth0, ensuring robust identity governance, adaptive MFA, and automation of joiner–mover–leaver workflows. • Review and harden access policies across Google Workspace, GitHub, Slack, and internal apps. • Design alert enrichment, automated ticket creation, and response playbooks. • Act as incident commander for security incidents, coordinating detection, containment, and recovery. • Maintain runbooks, logging pipelines, and retrospectives that feed back into continuous improvement. • Support audits, vendor security assessments, and risk management processes. • Maintain key security KPIs and dashboards for leadership reporting.