ServiceCore

• Lead, manage, and grow two cross-functional teams (typically 2–3 engineers each) through 1:1s, continuous feedback, and structured performance management — including hiring, managing gaps, and career development • Own delivery outcomes across both teams: partner with Product and Design from discovery through rollout, negotiate scope, and course-correct quickly when problems surface • Provide architectural guidance across the full stack, ensuring cross-team technical consistency and that AI-assisted development doesn’t introduce drift or compounding shortcuts • Coach engineers at all levels on AI-native workflows — agentic tooling, prompt engineering, and self-unblocking — and use that knowledge yourself to accurately estimate complexity and set expectations • Track and communicate team-level quality and velocity metrics up and down the management chain, demonstrating measurable improvement over time

• Full accountability for the growth, performance management, and hiring of the Data & Analytics team. • Own the end-to-end execution of the team’s strategy. • Proactively define the roadmap for in-product analytics and reporting features across our entire SaaS portfolio. • Own the end-to-end launch of data products. • Act as the strategic technical lead in high-stakes customer meetings. • Masterfully balance three competing workstreams: Product Analytics, Internal BI, and Enterprise Custom Needs.

• Own enterprise customer implementations end-to-end, from contract handoff through go-live and stabilization • Lead implementation kickoff to clearly define, align on, and document project scope, assumptions, dependencies, and success criteria • Act as the primary implementation owner for enterprise engagements, accountable for scope, timeline, and delivery outcomes • Develop and maintain enterprise-level project plans, milestones, and governance structures, to ensure all stakeholders share a consistent understanding of responsibilities, timelines, and success criteria • Manage scope changes throughout the implementation lifecycle, ensuring changes are evaluated, documented, and communicated transparently • Coordinate and lead cross-functional teams across Implementation, Product, Engineering, Data, Integrations, Sales, and Customer Success • Proactively identify, escalate, and mitigate risks related to scope clarity, dependencies, and customer readiness • Partner closely with Implementation resources to navigate complex requirements, change management, and customer alignment • Lead executive-level customer check-ins, steering committees, and status reviews as appropriate • Ensure a smooth, well-documented handoff from Implementation to Customer Success to support long-term customer success

• Own escalated technical issues once they exceed frontline or Tier 2 troubleshooting. • Reproduce and validate bugs across production, staging, or test environments. • Determine whether issues are product defects, data inconsistencies, configuration problems, or expected behavior. • Query databases and review logs to understand system state and failure modes. • Test backend APIs to isolate and confirm root causes. • Write or adapt lightweight scripts to support investigation, validation, or data analysis. • Create high-quality engineering tickets with clear problem statements, reproduction steps, expected vs actual behavior, and supporting evidence. • Partner with Product and Engineering to clarify scope, impact, and priority of escalated issues. • Identify patterns and recurring issues to help surface systemic problems.

• Provide multi-channel customer support via email, chat, and phone • Troubleshoot product issues using Zendesk and Jira • Own customer issues end-to-end • Document and categorize issues accurately • Collaborate closely with teammates and cross-functional partners • Build strong product knowledge to guide customers confidently • Represent the customer’s perspective internally